Annual Performance Measurement Report
Fiscal Year 2021
Table of Contents
Introduction ......................................................................................................................................................................................... i
Organizational Chart ........................................................................................................................................................................... ii
County Administration
Grants Administration ................................................................................................................................................................... 1
Intergovernmental Affairs/Boards .................................................................................................................................................. 2
Professional Standards/Human Rights .......................................................................................................................................... 3
Countywide Public Safety Applications ......................................................................................................................................... 4
Countywide Radio Communications .............................................................................................................................................. 5
Emergency Management .............................................................................................................................................................. 6
E-911 Fund ................................................................................................................................................................................... 7
Economic Development ................................................................................................................................................................ 8
Small Business Development ........................................................................................................................................................ 9
Office of Management and Budget .............................................................................................................................................. 10
Public Information ....................................................................................................................................................................... 11
Call Center .................................................................................................................................................................................. 12
Print Shop ................................................................................................................................................................................... 13
Aviation
Administration/Executive ............................................................................................................................................................. 14
Business and Properties Management ........................................................................................................................................ 15
Airport Development ................................................................................................................................................................... 16
Finance ....................................................................................................................................................................................... 17
Information Services ................................................................................................................................................................... 18
Parking, Rental Car Center and Ground Transportation .............................................................................................................. 19
Annual Performance Measurement Report
Fiscal Year 2021
Table of Contents
Operations .................................................................................................................................................................................. 20
North Perry Airport (HWO) .......................................................................................................................................................... 21
Cultural
Cultural Administration ................................................................................................................................................................ 22
Libraries
Financial & Administrative Services ............................................................................................................................................ 23
Libraries Public Services ............................................................................................................................................................. 24
Parks and Recreation
Administration ............................................................................................................................................................................. 25
Regional Parks ........................................................................................................................................................................... 26
Extension Education ................................................................................................................................................................... 27
Broward Municipal Services District Parks .................................................................................................................................. 28
Parks and Recreation Target Range ........................................................................................................................................... 29
Parks and Recreation/Marine Law Enforcement ......................................................................................................................... 30
Everglades Holiday Park ............................................................................................................................................................. 31
Environmental Protection and Growth Management
Animal Care and Adoption .......................................................................................................................................................... 32
Air Quality ................................................................................................................................................................................... 33
Waste Regulation ........................................................................................................................................................................ 34
Environmental Assessment and Remediation ............................................................................................................................. 35
Water and Environmental Licensing ............................................................................................................................................ 36
Building Code - Unincorporated / Airport ..................................................................................................................................... 37
Building Code - Contract Cities ................................................................................................................................................... 38
Annual Performance Measurement Report
Fiscal Year 2021
Table of Contents
Contractor Licensing Enforcement .............................................................................................................................................. 39
Elevator Inspections .................................................................................................................................................................... 40
Consumer Regulatory ................................................................................................................................................................. 41
Manatee Protection Plan ............................................................................................................................................................. 42
Housing Administration ............................................................................................................................................................... 43
Beach and Marine Resources ..................................................................................................................................................... 44
Water Resources Policy and Planning ........................................................................................................................................ 45
Environmental Monitoring ........................................................................................................................................................... 46
Energy and Sustainability ............................................................................................................................................................ 47
Development and Environmental Review .................................................................................................................................... 48
Planning ...................................................................................................................................................................................... 49
Geographic Information Systems (GIS) ....................................................................................................................................... 50
Zoning and Code Enforcement ................................................................................................................................................... 51
Environmental Protection ............................................................................................................................................................ 52
Consumer Protection .................................................................................................................................................................. 53
Child Care Licensing and Inspections ......................................................................................................................................... 54
Enforcement Administration ........................................................................................................................................................ 55
Finance and Administrative Services
Administration ............................................................................................................................................................................. 56
Value Adjustment Board ............................................................................................................................................................. 57
Accounting .................................................................................................................................................................................. 58
Customer Program Office ........................................................................................................................................................... 59
Application Services .................................................................................................................................................................... 60
Infrastructure Services ................................................................................................................................................................ 61
Annual Performance Measurement Report
Fiscal Year 2021
Table of Contents
Human Resources/General Services .......................................................................................................................................... 62
Human Resources/Learning and Organizational Development ................................................................................................... 63
Employee Assistance Program ................................................................................................................................................... 64
Employee Benefits Administration ............................................................................................................................................... 65
Purchasing Administration .......................................................................................................................................................... 66
County Records .......................................................................................................................................................................... 67
Operations/Treasury ................................................................................................................................................................... 68
Tourist Development Tax ............................................................................................................................................................ 69
Auto Tags ................................................................................................................................................................................... 70
Taxes, Licenses, Enforcement and Personal Property ................................................................................................................ 71
Risk Management Administration ................................................................................................................................................ 72
Risk Management Workers' Compensation................................................................................................................................. 73
Risk Management Liability .......................................................................................................................................................... 74
Risk Management Safety and Occupational Health .................................................................................................................... 75
Human Services
Administration - Human Services ................................................................................................................................................ 76
Administration - Crisis Intervention and Support.......................................................................................................................... 77
Justice Services .......................................................................................................................................................................... 78
Nancy J. Cotterman Center ......................................................................................................................................................... 79
Broward Addiction Recovery Administration ................................................................................................................................ 80
Detoxification Services ................................................................................................................................................................ 81
Outpatient Services ..................................................................................................................................................................... 82
Residential Services ................................................................................................................................................................... 83
Administration - Community Partnerships ................................................................................................................................... 84
Annual Performance Measurement Report
Fiscal Year 2021
Table of Contents
Children's Services ..................................................................................................................................................................... 85
Health Care Services .................................................................................................................................................................. 86
Homeless Services ..................................................................................................................................................................... 87
Elderly and Veterans Administration ........................................................................................................................................... 88
Veterans Services ....................................................................................................................................................................... 89
Family Success Administration ................................................................................................................................................... 90
Family Success Centers ............................................................................................................................................................. 91
Port Everglades
Administration ............................................................................................................................................................................. 92
Business Administration .............................................................................................................................................................. 93
Operations .................................................................................................................................................................................. 94
Seaport Engineering and Facilities Maintenance ......................................................................................................................... 95
Public Works
Construction Management .......................................................................................................................................................... 96
Cleaning ..................................................................................................................................................................................... 97
Paid Parking ............................................................................................................................................................................... 98
Program Administration/Management ......................................................................................................................................... 99
Real Property ............................................................................................................................................................................ 100
Repairs and Maintenance ......................................................................................................................................................... 101
Roads and Grounds .................................................................................................................................................................. 102
Security ..................................................................................................................................................................................... 103
Utilities ...................................................................................................................................................................................... 104
Engineering Management and Design ...................................................................................................................................... 105
Engineering Services ................................................................................................................................................................ 106
Annual Performance Measurement Report
Fiscal Year 2021
Table of Contents
Construction/Highway Maintenance .......................................................................................................................................... 107
Mosquito Control Local ............................................................................................................................................................. 108
Administration - Traffic Engineering .......................................................................................................................................... 109
Signal Construction/Maintenance .............................................................................................................................................. 110
Signal Systems Engineering ..................................................................................................................................................... 111
Traffic Studies ........................................................................................................................................................................... 112
Signs and Markings .................................................................................................................................................................. 113
Solid Waste and Recycling Services
Municipal Services .................................................................................................................................................................... 114
Bulk Waste and Yard Waste Program ....................................................................................................................................... 115
Household Hazardous Waste and Electronics Recycling Collection .......................................................................................... 116
Landfill Operations .................................................................................................................................................................... 117
Recycling .................................................................................................................................................................................. 118
Water and Waste Water Services
Administration ........................................................................................................................................................................... 119
Information Technology ............................................................................................................................................................. 120
Engineering ............................................................................................................................................................................... 121
Business Operations ................................................................................................................................................................. 122
Water & Wastewater Operations ............................................................................................................................................... 123
Water Management .................................................................................................................................................................. 124
Waterways Management .......................................................................................................................................................... 125
Transportation
Administration ........................................................................................................................................................................... 126
Annual Performance Measurement Report
Fiscal Year 2021
Table of Contents
Safety and Security ................................................................................................................................................................... 127
Maintenance ............................................................................................................................................................................. 128
Customer Relations and Communication .................................................................................................................................. 129
Service and Capital Planning .................................................................................................................................................... 130
Transportation Operations ........................................................................................................................................................ 131
Paratransit Transportation ......................................................................................................................................................... 132
Vehicle Management ................................................................................................................................................................ 133
Inventory Control ....................................................................................................................................................................... 134
Equipment Maintenance ........................................................................................................................................................... 135
Office of the Medical Examiner and Trauma Services
Operations ................................................................................................................................................................................ 136
Pathology .................................................................................................................................................................................. 137
Toxicology ................................................................................................................................................................................. 138
Trauma Management ................................................................................................................................................................ 139
Convention Center
Convention Center Operations .................................................................................................................................................. 140
Greater Fort Lauderdale Convention and Visitors Bureau (CVB) .............................................................................................. 141
Prepared by
Office of Management and Budget
Norman S. J. Foster, Director
Jennifer Steelman, Assistant Director
PROGRAM COORDINATOR David MacKenzie
STAFF
Elijah Anderson
Jessica Cheung
Elise Cooper
Michael Cotton
Boyd Glover
William Hodge Hermann
Lisa Horn
Sam Ling
Jeremy McCann
Carlos Mondesir
Nohelia Orozco
Patrick Picard
Emily Pope
SunJin Zanker
Broward County, Florida – Fiscal Year 2021 Annual Performance Measurement Report i
INTRODUCTION
The purpose of this Performance Management Report is to provide the results of Broward County programs for
the fiscal year ending September 30, 2021. This document reports the projected and actual performance of County
agencies for FY21 and shows actual performance for the two previous years. Variances in performance measurements
greater than 15% between FY21 and FY20 are explained in notes accompanying the measure. All Broward County
agencies that report to the County Administrator are required to participate in the Performance Measurement Reporting
System. The performance measurement data in this report is a summary of the Administration’s operational performance
for the year, and the data is based on information reported by the Departments/Divisions/Offices.
The quarterly Performance Management Reports are published in electronic format only, approximately 90 days
following the end of each quarter. The annual report takes the place of the fourth quarter report and is typically published
in the first quarter of the following calendar year.
As for the quarterly reports, the annual report’s performance measures, data, and notes were reviewed and
approved by Division executive management prior to publication.
If you have any questions or desire additional information, please call the Office of Management and Budget at
(954) 357-6345.
Broward County, Florida – Fiscal Year 2021 Annual Performance Measurement Report ii
 County Administration

 Grants Administration
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Percent of grant proposals submitted through Grants
Administration during the rating period that will be
funded at some level
61.50
52.38
63.34
20.9%
The increase from the prior year is related to an increase in
funding opportunities provided by grantors during FY2021.
Number of grant management technical assistance and
contractual reviews completed by Grants Administration
80.00
79.00
28.00
-64.6%
The fourth quarter result is not available; the annual result
reflects reviews occurring through the third quarter.
Percent of participants who complete Grant Program
Manager trainings that demonstrate an increase in
knowledge
85.96
90.00
87.00
-3.3%
Goal Statement:
To serve as a centralized resource to identify and enhance the quality of County grant applications and to provide technical assistance and training to County agencies to improve grant management effectiveness and ensure
compliance with regulations.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 1
 County Administration
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 Intergovernmental Affairs/Boards
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of meetings/updates provided to communicate
the Board's legislative and funding initiatives to all
levels of government
991.00
840.00
1,026.00
22.1%
The increase from the prior year was the result of state
legislative actions that required additional meetings.
Number of scheduling efforts coordinated and
completed for commissioners and internal customers
155.00
52.00
52.00
0.0%
Legislative communication disseminated in a timely,
effective and accurate manner
48.00
42.00
43.00
2.4%
Correspondence disseminated in an effective and
accurate manner
2,116.00
1,526.00
1,629.00
6.7%
Number of board appointments and removals processed
250.00
106.00
203.00
91.5%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Internal customer satisfaction rating
4.50
4.50
4.50
0.0%
Goal Statement:
To enhance the quality of life for Broward County residents, businesses, and visitors through effective advocacy and coordination of the Board of County Commissioner's federal and state programs.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 2
 County Administration

 Professional Standards/Human Rights
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of complaints filed and under investigation, all
programs
227.00
251.00
202.00
-19.5%
The variance from the prior year was due to a decrease in
Equal Employment Opportunity cases.
Number of ADA compliance area reviews conducted
19.00
N/A
N/A
N/A
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of inquiries, referrals, and technical assistance
requests per Professional Standards employee
427.50
257.26
394.30
53.3%
The increase from the prior year was the result of increased
requests from agencies, which are subject to year-to-year
variation.
Number of complaints filed and under investigation per
Professional Standards employee
88.00
52.65
43.00
-18.3%
The variance from the prior year was due to a decrease in
Equal Employment Opportunity cases.
Number of inquiries, referrals, and technical assistance
requests, all programs
1,702.00
1,133.00
1,848.00
63.1%
The increase from the prior year was the result of increased
requests from agencies, which are subject to year-to-year
variation.
Number of investigations completed, all programs
75.00
217.00
253.00
16.6%
The increase from the prior year was the result of an
increased caseload, which is subject to year-to-year variation.
Number of closed Fair Housing investigations, per
Human Rights employee
23.50
23.00
20.50
-10.9%
Number of closed Act Only cases, per Human Rights
employee
6.00
3.00
3.00
0.0%
Total number of dual-filed Fair Housing cases closed
46.00
46.00
51.00
10.9%
Percent of dual-filed housing cases closed within
federal timeframe of 100 days
24.00
27.00
7.84
-71.0%
The variance from the prior year was due to staff vacancy,
which resulted in some cases exceeding the 100 day
timeframe.
Goal Statement:
To provide leadership and professional administration of all aspects of the County's equal opportunity programs and services, ensure compliance with relevant federal laws and regulations, internal investigations, and
Whistleblower complaints; to protect the integrity of Broward County Government services by ensuring accountability and compliance in an effort to promote equity and justice, while limiting County liability. To promote and
ensure equal treatment, access and inclusion for all persons within Broward County in a manner that fosters unity, diversity, and tolerance through quality public service.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 3
 Regional Emergency Services and Communications

 Countywide Public Safety Applications
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Percent of closest unit response capability from a
technology perspective
87.00
87.00
87.00
0.0%
Percent of time the PSI network is available
99.97
99.99
99.91
-0.1%
Percent of time public safety applications are available
99.93
99.92
99.91
0.0%
Goal Statement:
To foster information sharing and data interoperability by strategically designing, implementing, and maintaining cost effective mission critical public safety applications and mobile data systems that best meet the requirements
of Broward County's emergency responders.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 4
 Regional Emergency Services and Communications

 Countywide Radio Communications
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Percent of radio system availablity time
100.00
100.00
100.00
0.0%
Goal Statement:
To foster information sharing and communication interoperability by strategically designing, implementing, and maintaining cost effective local government and mission critical public safety radio systems, fire station alerting
and paging systems that best meet the requirements of Broward County.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 5
 Regional Emergency Services and Communications
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 Emergency Management
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of health care facility emergency management
plans reviewed and approved by Emergency
Management staff
392.00
197.00
428.00
117.3%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Number of Continuity of Operations plans that are
reviewed by Emergency Management staff
13.00
14.00
38.00
171.4%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Number of countywide mitigation program proposals
maintained, reviewed and updated by Emergency
Management staff
398.00
402.00
438.00
9.0%
Number of facilities that store extremely hazardous
materials inspected and reported to the State by
Emergency Management staff
119.00
122.00
118.00
-3.3%
Number of Broward Emergency Response Team
Standard Operating Procedures reviewed and approved
by Emergency Management staff
33.00
19.00
30.00
57.9%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Number of exercises conducted or participated in to
evaluate plans and procedures
8.00
1.00
8.00
700.0%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Percentage of Broward Emergency Response Team staff
that are credentialed
52.00
55.00
45.00
-18.2%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Goal Statement:
To safeguard lives and property of Broward County residents and visitors by providing effective emergency management through prevention, protection, mitigation, response and recovery capabilities.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 6
 E-911 Fund

 E-911 Fund
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Percent of 911 call processing availability
100.00
100.00
99.99
0.0%
Percent of 911 position recording availability
100.00
99.95
100.00
0.1%
Percent of 911 CAMA trunk availability
99.49
98.61
99.45
0.9%
Percent E-911 database accuracy maintained
100.00
100.00
100.00
0.0%
Goal Statement:
Excellence in the Broward County regional E-911 system by creating and maintaining an effective, efficient, reliable, and survivable system, with a reduced total cost of ownership. Focusing on providing a flexible, robust, and
technologically advanced system; on utilizing best practice processes; and on fostering a collaborative environment among Public Safety Answering Points.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 7
 Office of Economic and Small Business Development

 Economic Development
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Total number of targeted industry jobs recruited through
economic development partnership efforts
291.00
551.00
N/A
N/A
Due to a change in reporting, this data is not available and
will be updated in a subsequent report.
Number of target industry jobs retained
1,615.00
913.00
N/A
N/A
Due to a change in reporting, this data is not available and
will be updated in a subsequent report.
Number of target area jobs retained
108.00
324.00
N/A
N/A
Due to a change in reporting, this data is not available and
will be updated in a subsequent report.
Total number of targeted area jobs recruited through
economic development partnership efforts
9.00
12.00
N/A
N/A
Due to a change in reporting, this data is not available and
will be updated in a subsequent report.
Number of firms provided international trade assistance
50.00
83.00
54.00
-34.9%
The annual result for this measure was impacted by the
COVID-19 pandemic.
Number of international trade related workshops,
seminars, and events coordinated or conducted
20.00
21.00
19.00
-9.5%
Number of firms assisted in obtaining financing
11.00
70.00
1,466.00
1,994.3%
The annual result for this measure was impacted by the
COVID-19 pandemic.
Number of clients provided business development
assistance
108.00
171.00
466.00
172.5%
The annual result for this measure was impacted by the
COVID-19 pandemic.
Number of business assistance seminars and workshops
coordinated or conducted
22.00
35.00
22.00
-37.1%
The annual result for this measure was impacted by the
COVID-19 pandemic.
Number of recruited companies that relocated to
Broward County
5.00
2.00
6.00
200.0%
The annual result for this measure is partly driven by national
economic conditions, which are subject to year-to-year
variation.
External customer satisfaction rating
3.80
N/A
3.41
N/A
Goal Statement:
To maximize and positively impact employment and investment by creating a diversified and sustainable economy, promoting growth for entrepreneurs and existing businesses alike in Broward County and beyond.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 8
 Office of Economic and Small Business Development

 Small Business Development
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of certified firms participating in County
contracting as a prime contractor or subcontractor
401.00
448.00
511.00
14.1%
Number of targeted outreach activities conducted
1,338.00
1,327.00
1,614.00
21.6%
The increase from the prior year was due to an organizational
focus on educating the business community on the benefits of
participating in the County's programs.
Number of small businesses receiving one on one
technical assistance
285.00
592.00
1,161.00
96.1%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of firms connected to external partners for
additional assistance
22.00
55.00
60.00
9.1%
Number of small business compliance activities
conducted
3,295.00
3,290.00
3,900.00
18.5%
The increase from the prior year is related to an increase in
County projects that have small business participation.
Percentage of compliance reviews conducted within
the targeted ten business days
93.00
95.00
91.75
-3.4%
External customer satisfaction rating
4.73
4.70
4.10
-12.8%
Goal Statement:
To provide access to contract opportunities, grow the local tax base and increase employment through the support, retention and expansion of small and emerging businesses, while encouraging and promoting entrepreneurship
and achieving the mandate set for local and federal funding.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 9
 Office of Management and Budget

 Office of Management and Budget
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Internal customer satisfaction rating
4.67
4.64
4.49
-3.2%
Internal consulting customer satisfaction rating
4.75
5.00
4.71
-5.8%
Number of internal consulting projects completed
2.00
3.00
1.00
-66.7%
The annual result for this measure was impacted by the
COVID-19 Pandemic, as there were fewer internal consulting
opportunities.
Goal Statement:
To develop budget and management recommendations for the County Administrator to support Commission policies and optimize the allocation and utilization of resources.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 10
 Office of Public Communications

 Public Information
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of Government meetings televised/webcast
152.00
114.00
103.00
-9.6%
Number of Internet pages viewed (www.broward.org)
94,107,454.00
215,953,948.00
129,550,585.00
-40.0%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Number of unique visitors to the web site per month
868,018.50
991,956.50
803,655.50
-19.0%
The annual result for this measure was impacted by the
COVID-19 Pandemic as page visitors decreased with the
easing of restrictions.
Pages of artwork/web site pages produced and revised
10,880.00
6,981.00
7,930.00
13.6%
Events/programs promoted
413.00
431.00
795.00
84.5%
The annual result for this measure was impacted by the
COVID-19 pandemic.
News releases processed
498.00
405.00
372.00
-8.1%
Editorial assignments
582.00
351.00
289.00
-17.7%
The annual result for this measure was impacted by the
COVID-19 pandemic.
Public record request responses
4,287.00
4,598.00
4,823.00
4.9%
Cost of Public Information Program per resident
2.06
2.11
2.27
7.6%
Internal customer satisfaction rating
4.68
4.67
4.62
-1.1%
Goal Statement:
To provide information to residents, businesses, visitors and employees, to increase awareness of County programs and services and their value to the community.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 11
 Office of Public Communications

 Call Center
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of calls received
371,078.00
415,610.00
397,018.00
-4.5%
Percentage of calls answered < 24 seconds
54.70
31.40
27.10
-13.7%
Percent of all calls abandoned in queue
11.40
17.90
16.60
-7.3%
Average length per call (seconds)
217.00
219.00
219.00
0.0%
Average wait time in queue (seconds)
103.00
353.00
206.00
-41.6%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity beginning to normalize
in FY2021.
Number of calls answered per FTE per shift
78.10
84.50
81.58
-3.5%
Percentage of Homeless Helpline calls answered < 4
minutes
83.28
71.82
69.74
-2.9%
Customer satisfaction rating
4.22
4.42
4.36
-1.4%
Goal Statement:
To provide a one-stop, multi-lingual County information and service center that provides residents, businesses and visitors easy access to information about most Broward County services, programs and activities.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 12
 Office of Public Communications/Print Shop

 Print Shop
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of pages printed and duplicated
16,014,451.00
16,853,139.00
12,359,744.00
-26.7%
The annual result for this measure was impacted by the
COVID-19 pandemic.
Cost per thousand pages copied or printed ($)
56.48
62.98
66.85
6.1%
Pages printed and duplicated per FTE
2,669,075.00
2,808,857.00
2,059,957.00
-26.7%
The annual result for this measure was impacted by the
COVID-19 pandemic.
Customer satisfaction rating
4.97
4.93
4.93
0.0%
Goal Statement:
To provide high-quality printing and display services to meet the needs of County agencies, as well as local municipalities and other government organizations, in a timely and cost-effective manner.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 13
 Aviation

 Administration/Executive
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Domestic Origin & Destination Market Share in South
Florida (%)
54.00
53.00
50.00
-5.7%
Number of destinations served
151.00
147.00
122.00
-17.0%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Percentage of employees rating a completed course as
helpful in their job
98.00
99.00
100.00
1.0%
Percent of employees satisfied with Human Resources'
services
83.40
87.60
92.00
5.0%
Number of volunteers
110.00
N/A
50.00
N/A
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Goal Statement:
To provide the executive and administrative support necessary to the Divisions within the Aviation Department to ensure continued efficiencies, effectiveness, and compliance with County policies and goals.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 14
 Aviation

 Business and Properties Management
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Concession Sales per enplaned passenger
10.74
9.30
9.66
3.9%
News and gifts revenue per enplaned passenger
0.47
0.53
0.52
-1.9%
Food and beverage revenue per enplaned passenger
1.17
0.87
0.94
8.0%
Total rental car revenue per enplaned passenger
3.48
7.47
5.41
-27.6%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Goal Statement:
To provide opportunities for property development and increase services to meet the demands of the aviation industry and the traveling public and to maximize revenues at Broward County's Fort Lauderdale-Hollywood
International and North Perry Airports.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 15
 Aviation

 Airport Development
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Percent of construction projects within 5% change order
allowance (Capital Improvement Program)
100.00
100.00
100.00
0.0%
Percent of contracts meeting small business goals
(Capital Improvement Program)
75.00
86.00
75.00
-12.8%
Percent of construction projects within 5% change order
allowance (Airport Expansion Program)
100.00
95.00
100.00
5.3%
Percent of contracts meeting small business goals
(Airport Expansion Program)
95.00
95.00
93.00
-2.1%
Percent of contracts meeting small business goals
(Planning)
33.00
66.67
83.00
24.5%
The increase from the prior year was the result of a need for
the specialized support of Certified Business Enterprises.
Goal Statement:
To provide planning, design and construction, environmental, and noise services for Broward County's Fort Lauderdale-Hollywood International and North Perry Airports, on time and within budget, exceeding expectations and
with input from the community.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 16
 Aviation

 Finance
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Total number of airline passengers at FLL
36,354,852.00
21,344,964.00
22,838,859.00
7.0%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Total operating expenses per enplaned passenger ($)
10.60
15.54
N/A
N/A
The annual result for this measure will be available when the
fiscal year audit is concluded, and will be updated in a
subsequent report.
Percent of accounts receivable over 90 days past due
5.22
8.03
N/A
N/A
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity beginning to normalize
in FY2021.
Cost per enplaned passenger
6.38
14.90
N/A
N/A
The annual result for this measure will be available when the
fiscal year audit is concluded, and will be updated in a
subsequent report.
Non-Airline Operating Revenue as a % of Total
Operating Revenue
62.00
44.90
N/A
N/A
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity beginning to normalize
in FY2021.
Goal Statement:
To provide the accounting, budgeting, operational and capital fiscal planning functions for the Aviation Department to ensure statutory compliance and to provide financial, statistical and performance information for decision
making.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 17
 Aviation

 Information Services
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of unique passenger connections to WiFi
8,691,508.00
5,589,881.00
2,849,632.00
-49.0%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Goal Statement:
To provide timely, accurate information and rapid and reliable service response for Information Technology (IT) solutions that support and meet the business and customer service objectives of the County and the Aviation
Department.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 18
 Aviation

 Parking, Rental Car Center and Ground Transportation
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Parking operating expense per number of parking
transactions
3.83
6.13
2.63
-57.1%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Parking Operating Margin
81.00
66.88
88.67
32.6%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Goal Statement:
To provide different parking options for the traveling public and to maximize parking revenues at Broward County's Fort Lauderdale-Hollywood International Airport.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 19
 Aviation

 Operations
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Percent of passengers waiting 10 minutes or less for a
taxi
98.00
99.00
97.00
-2.0%
Percent of passengers waiting 10 minutes or less for a
Rental Car Center shuttle
78.00
84.00
84.00
0.0%
FAA Part 139 Discrepancies (annual inspections)
4.00
1.00
6.00
500.0%
The annual safety inspection is subject to year-to-year
variation, and identified 6 discrepancies in FY2021, which
have since been corrected.
Goal Statement:
To provide the highest level of safety and security in a customer friendly environment, enhancing the airport travel experience for visitors and residents of Broward County by ensuring efficient and effective operations in Airside,
Landside, Terminal, Security, including law enforcement and fire rescue services.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 20
 Aviation

 North Perry Airport (HWO)
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of Operations at North Perry Airport
290,161.00
230,189.00
195,192.00
-15.2%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Goal Statement:
To provide the highest level of safety and security in a customer friendly environment, enhancing the airport travel experience for visitors and residents of Broward County by ensuring efficient and effective operations.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 21
 Cultural

 Administration
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of new or renewed collaborative business
partnerships established
36.00
21.00
23.00
9.5%
Number of programs/events that demonstrate cultural,
educational or historical diversity
134.00
143.00
139.00
-2.8%
Number of program participants
6,239.00
3,822.00
7,050.00
84.5%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
External customer satisfaction rating
4.35
4.77
4.62
-3.1%
Cost of technical assistance per patron served (in
dollars)
6.41
10.47
5.67
-45.8%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Total grant funding provided
4,413,800.00
4,137,935.00
4,496,024.00
8.7%
Number of active public art and design commissions
N/A
N/A
183.00
N/A
The increase from the prior year was due to commissions
which could be completed quickly, which increased capacity.
Number of public art and design program activities
84.00
91.00
91.00
0.0%
Number of public art and design commissions
completed
34.00
9.00
23.00
155.6%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Goal Statement:
To cultivate community culture, arts, recreation, and life-long learning; and to establish goals relating to providing diverse artistic, cultural, educational and historical amenities and programs that contribute to a vibrant, multi-
cultural and economically-viable community.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 22
 Financial & Administrative Services

 Libraries Financial & Administrative Services
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Average number of days to process payment for goods
and services received
31.00
30.00
28.00
-6.7%
Number of personnel transactions (BC-102s) processed
283.00
205.00
202.00
-1.5%
Number of purchasing card and purchase orders
processed
2,549.00
2,431.00
2,330.00
-4.2%
Internal customer satisfaction rating
3.99
3.66
3.93
7.4%
Goal Statement:
To coordinate the various financial and administrative support activities of the Division to ensure continued efficiency, productivity, and compliance with County policies and goals.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 23
 Public Services

 Libraries Public Services
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Libraries program attendance
568,798.00
279,195.00
135,924.00
-51.3%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Library materials circulated
8,597,976.00
6,405,657.00
5,605,534.00
-12.5%
Number of customers served
7,164,949.00
3,367,298.00
1,969,626.00
-41.5%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of customers with cards
1,075,221.00
1,147,034.00
1,209,278.00
5.4%
Number of digital downloads accessed by patrons
(eBooks and audiobooks)
2,572,172.00
3,183,682.00
3,344,675.00
5.1%
Number of patrons using computers
1,836,885.00
847,559.00
454,118.00
-46.4%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of volunteer hours
95,405.00
41,082.00
16,858.00
-59.0%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of Libraries Internet page views
34,004,503.00
16,758,816.00
8,958,398.00
-46.5%
The variance from the prior year was due to changes in
technology offerings, which reduced internet page views.
External customer satisfaction rating
4.39
4.06
4.37
7.6%
Goal Statement:
To provide direct public library service to meet the informational, educational, and recreational needs of the residents and visitors to Broward County.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 24
 Parks and Recreation

 Administration
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of volunteer hours as percentage of total staff
hours
2.78
1.45
0.99
-31.7%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Goal Statement:
To provide safe, diverse, and enjoyable facilities, recreation opportunities, and programs to County residents and visitors through administrative support to park and recreation field operations.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 25
 Parks and Recreation

 Regional Parks
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Park attendance
12,043,394.00
8,549,504.00
9,171,305.00
7.3%
Percent of operational budget supported by user fees
36.60
15.74
17.67
12.3%
Maintenance cost per acre ($)
4,307.92
4,162.45
N/A
N/A
The data for this measure is unavailable due to the
implementation of a new management system; the annual
result will be updated in the subsequent report.
Cost per acre of natural area maintained ($)
677.61
401.85
435.91
8.5%
Customer satisfaction rating
4.83
4.79
4.81
0.4%
Goal Statement:
To provide a County-wide park system with high quality facilities, programs, and services that meet the needs, wants, and interests of residents and visitors of all ages and abilities.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 26
 Parks and Recreation

 Extension Education
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of 4-H educational activities taught
295.00
281.00
133.00
-52.7%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of of 4-H clients served
7,276.00
7,348.00
7,170.00
-2.4%
Number of 4-H volunteer hours (FTE equivalent)
3.77
5.03
1.02
-79.8%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Customer satisfaction rating (4-H)
4.86
4.72
5.00
5.9%
No ratings were submitted during the fourth quarter. The
annual result of all surveys is reflected.
Number of participants in Tree Trimmer educational
activities
700.00
658.00
1,092.00
66.0%
The variance from the prior year is due to distance learning
opportunities which were implemented over the last year.
Number of urban horticulture educational activities
taught
173.00
183.00
201.00
9.8%
Number of urban horticulture clients served
46,295.00
40,561.00
37,456.00
-7.7%
Customer satisfaction rating (urban horticultural)
4.94
4.98
4.92
-1.2%
No ratings were submitted during the fourth quarter. The
annual result of all surveys is reflected.
Number of commercial horticulture educational
activities taught
137.00
137.00
118.00
-13.9%
Number of commercial horticulture clients served
15,978.00
16,656.00
28,479.00
71.0%
The variance from the prior year is due to the expansion of
online service offerings which were implemented over the last
year.
Customer satisfaction rating (commercial horticultural)
4.77
4.80
4.00
-16.7%
No ratings were submitted during the fourth quarter. The
annual result of all surveys is reflected.
Florida Master Gardener volunteer hours (FTE
equivalent)
19.09
18.60
8.69
-53.3%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of annual active Master Gardeners
195.00
224.00
250.00
11.6%
Number of Master Naturalist projects completed within
the division
4.00
N/A
N/A
N/A
Trained and certified active Master Naturalists per
Extension Agent
25.00
N/A
N/A
N/A
Goal Statement:
To provide educational programs and access to current research data to Broward County residents, businesses and 4-H members in the areas of horticulture, leadership, family nutrition, and youth programs to improve the quality
of home and community environment. These performance measures are based on a memorandum of understanding between the University of Florida and the County.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 27
 Broward Municipal Services District Parks

 Broward Municipal Services District Parks
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Park attendance
343,040.00
208,277.00
134,061.00
-35.6%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Total After School Program participants (Kids age 6-12,
Teens age 13-17)
26,178.00
14,014.00
6,959.00
-50.3%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Senior Program participants
5,754.00
3,065.00
445.00
-85.5%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Summer Recreation Program participants
21,831.00
2,475.00
4,911.00
98.4%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity beginning to normalize
in FY2021.
Number of recreation programs
204.00
110.00
74.00
-32.7%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of special events
52.00
23.00
10.00
-56.5%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Cost per acre managed
44,588.94
44,223.58
42,896.12
-3.0%
External customer satisfaction rating
4.71
4.82
4.64
-3.7%
Goal Statement:
To provide enjoyable recreational facilities, programs, and services that meet the needs and interests of residents and visitors in unincorporated neighborhood communities.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 28
 Parks Target Range

 Parks and Recreation Target Range
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of users
45,178.00
35,276.00
30,984.00
-12.2%
Gross revenue collected
1,222,657.00
1,033,132.00
893,014.00
-13.6%
Cost per user (in dollars)
30.78
42.49
26.82
-36.9%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Customer satisfaction rating
4.69
5.00
4.36
-12.8%
No ratings were submitted during the fourth quarter. The
annual result of all surveys is reflected.
Goal Statement:
To operate a safe, supervised, and non-threatening target range that encompasses all aspects of the shooting sports for recreational shooters, law enforcement and military.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 29
 Parks Enhanced Marine Law Enforcement

 Parks and Recreation/Marine Law Enforcement
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of boating accidents reported
5.00
6.00
11.00
83.3%
This performance measure is driven by reports made to law
enforcement, which are subject to year-to-year variation.
Number of public contacts per actual patrol hour
0.77
0.83
0.86
3.6%
Percent of funded patrol hours used
61.00
80.00
70.00
-12.5%
Percent of requests processed by EMLEG staff within ten
days of receipt
100.00
100.00
100.00
0.0%
Goal Statement:
To provide boating safety and education for residents and visitors to allow for quality water craft experiences.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 30
 Everglades Holiday Park

 Everglades Holiday Park
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Park attendance
803,783.00
876,099.00
906,204.00
3.4%
Airboat Tours - Gross Revenue
6,719,893.78
4,298,751.80
7,498,973.18
74.4%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Goal Statement:
To provide facilities, programs, and services that educate residents and visitors of all ages and abilities on the history of the Everglades, flora and fauna while offering airboat rides, boat ramps, fishing, wildlife viewing, food
concessions, boat rentals, alligator shows, and a campground.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 31
 Animal Care and Adoption

 Animal Care and Adoption
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of animals sterilized
6,064.00
5,281.00
4,529.00
-14.2%
Number of rabies registration licenses sold
103,526.00
88,172.00
115,280.00
30.7%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Number of animals sheltered (intake)
13,325.00
9,154.00
7,440.00
-18.7%
The variance from the prior year resulted from temporary
closures within the building related to facility improvements.
Number of animals adopted
5,979.00
4,217.00
3,362.00
-20.3%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Number of animals released to rescue groups
1,315.00
1,015.00
1,245.00
22.7%
This performance measure is driven by rescue group
capacities, which are subject to year-to-year variation.
Number of volunteer hours
25,383.00
12,895.00
4,133.00
-67.9%
The variance from the prior year resulted from temporary
closures within the building related to facility improvements.
Number of foster hours
202,208.00
98,600.00
70,360.00
-28.6%
The variance from the prior year resulted from temporary
closures within the building related to facility improvements.
Number of pets returned to their owners at the shelter
989.00
694.00
676.00
-2.6%
External customer satisfaction rating
4.57
4.50
4.55
1.1%
Live release rate %
83.79
84.40
82.85
-1.8%
Goal Statement:
To promote responsible pet ownership and community safety, reunite the lost, rescue the neglected, increase adoptions, and reduce pet population by offering low-cost sterilization options to our community.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 32
 Environmental Engineering and Permitting

 Air Quality
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of air quality outreach and education events
coordinated or attended by staff
91.00
65.00
72.00
10.8%
Percent of days when the outdoor air quality is good
86.37
77.24
76.61
-0.8%
Percent of inspected facilities that are in compliance
100.00
100.00
98.75
-1.3%
Percent of asbestos sites inspected
43.25
49.13
48.59
-1.1%
Goal Statement:
To protect air, water, soil, and other natural resources for the residents and visitors of Broward County by sustaining and enhancing the overall air quality in Broward County.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 33
 Environmental Engineering and Permitting

 Waste Regulation
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of licenses and permits issued or renewed
186.00
136.00
144.00
5.9%
Number of regulatory inspections performed
159.00
149.00
136.00
-8.7%
Inspections performed per FTE
54.00
49.99
45.00
-10.0%
Goal Statement:
To protect the quality of air, water, soil, and other natural resources of Broward County, as well as the health, safety, and welfare of its citizens by regulating solid waste activities and transportation activities of discarded hazardous
materials, sludge, and biomedical waste through licensing, inspections, and enforcement actions.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 34
 Environmental Engineering and Permitting

 Environmental Assessment and Remediation
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of contaminated sites remediated
59.00
48.00
38.00
-20.8%
The decrease from the prior year resulted from a temporary
ban by the State of Florida on site cleanups during FY2021.
Number of contaminated sites not yet granted regulatory
closure
699.00
676.00
668.00
-1.2%
Number of contaminated sites remediated closed to
date
1,813.00
1,849.00
1,881.00
1.7%
Goal Statement:
To restore the groundwater, soil, and surface waters of Broward County and protect the health, safety, and welfare of its citizens and visitors by assessing and cleaning up environmental contamination and by ensuring that
contaminated sites are used or redeveloped in a safe and beneficial manner.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 35
 Environmental Engineering and Permitting

 Water and Environmental Licensing
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of water licenses/permits issued/renewed
879.00
958.00
911.00
-4.9%
Number of regulatory water inspections performed
258.00
211.00
152.00
-28.0%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of water violations addressed via enforcement
actions
129.00
13.00
38.00
192.3%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Number of aquatic/wetland licenses/permits issued
986.00
1,067.00
1,378.00
29.1%
The annual result for this measure is driven by requests, which
are subject to year-to-year variation.
Number of aquatic/wetland regulatory inspections
performed
357.00
340.00
220.00
-35.3%
The decrease from the prior year was due to staff vacancy
during FY2021.
Number of aquatic/wetland violations addressed via
enforcement actions
27.00
21.00
10.00
-52.4%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of tree removal licenses issued/renewed
199.00
158.00
174.00
10.1%
Tree inspections performed
1,067.00
962.00
1,047.00
8.8%
Percent of inspected facilities found to be in
compliance with water permit/license conditions
99.73
99.00
99.00
0.0%
Percent of inspected facilities in compliance with
permit/license conditions
88.10
86.75
90.00
3.7%
Percentage of municipal storm sewer systems monitored
found meeting surface water quality standards
97.76
98.25
97.00
-1.3%
Goal Statement:
To preserve, protect, and enhance water resources and natural resources in Broward County through effective implementation of regulatory programs designed to reduce stormwater/non-point source pollution, encourage effective
uses of the County's water resources, protect property from flooding, provide effective conveyance and treatment of domestic wastewater, preserve and protect freshwater and coastal wetlands, and maintain the County's urban
forest.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 36
 Building Code Services

 Building Code - Unincorporated / Airport
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of plans reviewed
3,999.00
3,840.00
3,386.00
-11.8%
Percent of plan reviews reviewed within 15 days
93.00
100.00
100.00
0.0%
Number of permits issued
2,357.00
1,914.00
2,116.00
10.6%
Number of inspections performed
9,109.00
9,634.00
8,476.00
-12.0%
Number of Certificates of Occupancy issued
36.00
41.00
34.00
-17.1%
This performance measure is driven by requests from the
construction industry, which are subject to year-to-year
variation.
Number of customers provided service at BCS Permit
Counter
6,516.00
3,104.00
6,276.00
102.2%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Percentage of Florida Building Code permit inspections
performed within 24 hours of request
97.00
100.00
100.00
0.0%
External customer satisfaction rating
N/A
5.00
5.00
0.0%
Goal Statement:
To provide the public and agencies comprising the unincorporated areas of Broward County and the Fort Lauderdale-Hollywood International Airport with an acceptable level of life safety through enforcement of the Florida
Building Code (FBC) and applicable state or national codes pertaining to construction methods, plan reviews, permit issuance, and inspections or issuance of Certificates of Occupancy.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 37
 Building Code Services

 Building Code - Contract Cities
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of plans reviewed for contract cities
14,641.00
12,126.00
15,714.00
29.6%
This performance measure is driven by requests from the
construction industry, which are subject to year-to-year
variation.
Number of inspections performed for contract cities
24,348.00
22,216.00
26,139.00
17.7%
This performance measure is driven by requests from the
construction industry, which are subject to year-to-year
variation.
Goal Statement:
To provide the residents of municipalities under interlocal agreement with Broward County with an acceptable level of life safety through enforcement of the Florida Building Code (FBC) and applicable state or national codes
pertaining to construction methods, plan reviews, and inspections at affordable and competitive hourly rates for municipal clients.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 38
 Licensing, Elevator and Regulatory

 Contractor Licensing Enforcement
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of certificates of competency renewed
2,971.00
2,902.00
2,806.00
-3.3%
Percent of renewal licenses renewed
86.88
81.64
68.00
-16.7%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Number of new certificates of competency issued
274.00
199.00
246.00
23.6%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Number of citations issued to licensed/unlicensed
contractors
116.00
94.00
83.00
-11.7%
Number of complaints received against unlicensed
contractors
120.00
94.00
87.00
-7.4%
Number of complaints received against licensed
contractors
50.00
34.00
21.00
-38.2%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of outreach activities educating the public
about contractor fraud
20.00
11.00
4.00
-63.6%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
External customer satisfaction rating
4.05
3.50
4.00
14.3%
Goal Statement:
To ensure safe and sound construction by verifying that tradespersons are licensed and qualified and that complaints are handled professionally in order to protect consumers and ensure good construction methods are
implemented.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 39
 Licensing, Elevator and Regulatory

 Elevator Inspections
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of renewal certificates of operation issued
11,318.00
16,197.00
10,523.00
-35.0%
The variance from the prior year was due to an a focus on
past-due expiring devices during FY2020, which increased
the prior year result and caused a variance in FY2021.
Number of new certificates of operation issued
201.00
240.00
237.00
-1.3%
Number of inspections performed
4,394.00
3,774.00
2,369.00
-37.2%
The variance from the prior year was related to an increase in
inspections performed by third-party vendors under the new
enforcement program.
Number of witnessed tests on elevators performed
4,651.00
4,025.00
3,947.00
-1.9%
Number of plans reviewed
1,069.00
1,014.00
1,120.00
10.5%
Number of overdue annual inspections
3,072.00
3,739.00
3,375.00
-9.7%
Elevator installations not complying with notices to
correct violations within 90 days
899.00
930.00
779.00
-16.2%
The variance from the prior year resulted from a decrease in
non-compliance under the new enforcement program.
Percent of elevators with expired certificates
44.00
49.00
48.00
-2.0%
External customer satisfaction rating
4.53
2.50
2.50
0.0%
Goal Statement:
To establish elevator safety and quality service for Broward County citizens through the review of plans, issuance of construction permits, performance of inspections, witnessing of annual testing and processing and issuance of
Certificates of Operation.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 40
 Licensing, Elevator and Regulatory

 Consumer Regulatory
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of inspections conducted (Vehicle for Hire,
Auto Body/Repair Shops, Towing)
N/A
N/A
18,390.00
N/A
Number of applications/registrations processed ( Auto
Body/Repair Shop, Chauffeur, Movers, Towing, Vehicle
for Hire)
N/A
N/A
4,897.00
N/A
Number of auto repair and auto body paint shops
inspected per inspector
1,150.00
1,315.00
1,475.00
12.2%
Number of auto repair/auto body complaints
89.00
86.00
89.00
3.5%
Percent of identifiable auto repair and auto body shops
licensed and in full compliance
65.50
72.52
78.99
8.9%
Number of walk in customers assisted per Consumer
Service representative
1,825.00
1,360.00
1,559.40
14.7%
External customer satisfaction rating
3.83
4.06
4.33
6.7%
Goal Statement:
To protect public health, safety and welfare by regulating businesses to ensure compliance with the Broward County Consumer Protection ordinances.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 41
 Manatee Protection Fund

 Manatee Protection Fund
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of new slips issued
297.00
98.00
108.00
10.2%
Total number of slips assigned
15,510.00
15,166.00
15,081.00
-0.6%
Watercraft-related manatee mortality
6.00
1.00
9.00
800.0%
This performance measure is the result of boating and
shipping activities on County waterways, which are subject to
year-to-year variation.
Goal Statement:
To provide protection for the Florida manatee through Manatee Protection Plan conservation measures consisting of regulatory and enforcement activities, outreach programs, and monitoring efforts, in conjunction with state-
wide measures and community partners.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 42
 Housing Finance and Community Redevelopment

 Housing Administration
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of mortgage credit certificates provided to first
time home buyers
34.00
51.00
22.00
-56.9%
The variance from the prior year result was due to a decrease
in the number of first time home buyers.
Number of new affordable multi-family units constructed
325.00
335.00
166.00
-50.4%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of residents receiving emergency
shelter/essential services
776.00
384.00
747.00
94.5%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Number of residents provided a grant-funded public
service
1,661.00
2,097.00
926.00
-55.8%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of individuals that have received housing
counseling assistance
52.00
117.00
169.00
44.4%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of residents that have been provided purchase
assistance for new home ownership
93.00
87.00
87.00
0.0%
Number of residents receiving assistance to rehabilitate
their residences during the year
81.00
62.00
29.00
-53.2%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Goal Statement:
To provide all residents of Broward County with opportunities to access safe, decent, affordable housing and public services which are the cornerstones of healthy, successful and sustainable communities.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 43
 Environmental Planning and Community Resilience

 Beach and Marine Resources
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of coral reef monitoring events
95.00
80.00
107.00
33.8%
The increase from the prior year was due to fair weather
during the monitoring period, which allowed more events to
be completed.
Number of miles of beach renourished
6.80
N/A
1.50
N/A
The increase from the prior year resulted from the US Army
Corps of Engineers' Flood Control and Coastal Emergency
Project, which began during the second quarter of FY2021.
Percent of hatched sea turtle nests experiencing
disorientation events
5.60
16.98
23.05
35.7%
The increase from the prior year was due to all permitted
monitoring groups providing data submissions during FY2021.
Percent of mooring buoys in a safe and operable
condition
93.50
86.25
97.75
13.3%
Percent of publicly accessible County beaches that are
of adequate dimensions to provide storm protection,
recreational opportunities, and sea turtle nesting habitat
95.00
95.00
95.00
0.0%
Goal Statement:
To protect, restore, and enhance the biological productivity, abundance, and diversity of beach, coastal, and marine resources for the residents of and visitors to Broward County through coordinated efforts involving monitoring,
management, regulation and outreach.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 44
 Environmental Planning and Community Resilience

 Water Resources Policy and Planning
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Attendance at Water Matters Day
3,686.00
N/A
3,427.00
N/A
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Cumulative number of sites certified under NatureScape
Broward Initiative
4,830.00
5,022.00
5,150.00
2.5%
Number of NatureScape Irrigation Service Inspections
271.00
194.00
229.00
18.0%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Number of people trained and served per year through
educational programs and events
23,811.00
9,407.00
10,773.00
14.5%
Number of visitors to program websites
27,237.00
18,647.00
31,178.00
67.2%
The increase from the prior year was due to the continued
expansion of web-based programming, including Water
Matters Day.
Number of Water Resources workshops held and
presentations made
476.00
302.00
108.00
-64.2%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Percentage of municipalities/water control districts
participating in coordinated water resource
management efforts
92.00
89.00
84.00
-5.6%
Percentage of water demand reduction for large
irrigation users implementing NatureScape Irrigation
Service recommendations
24.30
25.00
17.00
-32.0%
The variance from the prior year was the result of a temporary
halt for some evaluations related to a program coordination
review with the School Board.
Goal Statement:
To optimize and protect the beneficial uses of water resources, under current and future conditions, for the people and ecosystems within Broward County and to provide overall coordination of countywide water management
efforts through governmental collaborations, planning, technical assessments, policy and regulatory recommendations, and conservation initiatives.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 45
 Environmental Planning and Community Resilience

 Environmental Monitoring
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Average turnaround time in days from sample receipt to
final report
17.12
13.85
15.09
9.0%
Number of analyses performed by Environmental
Monitoring laboratory
14,543.00
17,129.00
19,085.00
11.4%
Number of sites sampled
3,824.00
5,229.00
6,777.00
29.6%
The increase from the prior year was due to increases in
monitoring events during FY2021.
Goal Statement:
To provide high quality analytical data to Broward County agencies for assessment and protection of the environment as part of policy, planning, management, and regulatory efforts.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 46
 Environmental Planning and Community Resilience

 Energy and Sustainability
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of local and regional governments participating
in sustainability, energy conservation, and climate
initiatives implemented by the Energy and
Sustainability program
60.00
60.00
61.00
1.7%
Number of presentations given to increase awareness of
energy, climate, and sustainability issues and gain
community participation in sustainability initiatives
81.00
53.00
36.00
-32.1%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Percentage of Broward County Climate Change Action
Plan priority actions completed
100.00
100.00
48.80
-51.2%
The variance from the prior year was due to plan
modifications made by the Board of Commissioners during
FY2021.
Goal Statement:
To advance planning initiatives and projects that preserve economic vitality, environmental resources, and community well-being under current and future conditions through support for energy conservation efforts, sustainable
practices, outreach, partnerships and implementation of the Climate Change Action Plan.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 47
 Planning and Development Management

 Development and Environmental Review
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of construction reviews processed
5,289.00
3,948.00
4,249.00
7.6%
Number of agenda items presented to the County
Commission
103.00
85.00
71.00
-16.5%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of applications processed
27,987.00
27,563.00
26,469.00
-4.0%
External customer satisfaction rating
4.72
4.71
4.73
0.4%
Average time to review customer applications (minutes)
474.28
682.33
1,252.52
83.6%
The increase from the prior year was due to a reduction is
regular staffing availability and an increase in position
vacancy.
Impact/concurrency fees collected ($ millions)
29.23
27.20
27.53
1.2%
Goal Statement:
To review and regulate impacts of development to promote sustainable urban growth for residents and businesses.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 48
 Planning and Development Management

 Planning
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Percent of Land Use Plan amendments reviewed for
Broward County Planning Council within 30 days
91.50
91.75
85.50
-6.8%
Number of amendments adopted to maintain
Comprehensive Plan in compliance with state statute
16.00
2.00
N/A
N/A
This performance measure is driven by requests from County
Commissioners and agencies, which are subject to year-to-
year variation.
Number of planning-related special projects and
assignments
36.00
29.00
26.00
-10.3%
Number of technical reviews of documents and studies
completed for local, state, and regional agencies
1.00
2.00
N/A
N/A
This performance measure is driven by internal County
requests, which are subject to year-to-year variation.
Number of demographic or economic data requests
processed
130.00
276.00
181.00
-34.4%
This performance measure is driven by internal County
requests, which are subject to year-to-year variation.
Number of public outreach meetings and workshops
27.00
25.00
23.00
-8.0%
Goal Statement:
To provide planning services that promote a sustainable built environment for Broward County residents.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 49
 Planning and Development Management

 Geographic Information Systems (GIS)
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of digital web-mapping applications
880.00
384.00
330.00
-14.1%
Number of data and analysis special projects completed
22.00
116.00
204.00
75.9%
The increase from the prior year was due to projects related to
the 2020 Census.
Number of visits to interactive GIS web
applications/maps
7,568,009.00
19,553,324.00
12,782,354.00
-34.6%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Number of embedded County Agency GIS
enterprise/application users
N/A
3,500.00
3,895.00
11.3%
Number of embedded County Agency GIS
enterprise/application editors and creators
N/A
880.00
1,430.00
62.5%
The increase from the prior year was the result of expanded
access for County staff under the agreement with the software
vendor.
Number of GIS applications and projects in
development
N/A
68.00
39.00
-42.6%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Goal Statement:
To provide enterprise-wide GIS services that support innovation and efficiency throughout Broward County.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 50
 Planning and Development Management

 Zoning and Code Enforcement
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of customers served at zoning counter
1,060.00
504.00
301.00
-40.3%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of zoning permits reviewed
600.00
502.00
547.00
9.0%
Percentage of permit applications reviewed within
seven days of intake
84.00
94.74
87.66
-7.5%
Number of non-residential certificates of use issued
41.00
33.00
30.00
-9.1%
Total cases opened
2,068.00
1,629.00
1,914.00
17.5%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Percent of cases brought into compliance
83.29
73.21
82.51
12.7%
Percent of Cases Initiated by Compliance Staff
N/A
N/A
76.97
N/A
Percent of complaints inspected within three days
90.08
93.86
95.69
1.9%
Number of residential certificates of use issued
904.00
776.00
779.00
0.4%
Goal Statement:
To promote safety and compliance through zoning regulations for a better community for Broward Municipal Services District residents.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 51
 Environmental and Consumer Protection

 Environmental Protection
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of active licenses
5,925.00
5,843.00
6,007.00
2.8%
Number of licenses issued
3,351.00
3,469.00
3,206.00
-7.6%
Number of site visits
4,906.00
4,783.00
3,163.00
-33.9%
The variance from the prior year was the result of staff
vacancies.
Number of violations noted (Wellfield Protection,
Environmental Compliance, HazMat Licensing)
2,232.00
2,323.00
1,960.00
-15.6%
The variance from the prior year was the result of staff
vacancies.
Number of enforcement actions taken
968.00
841.00
760.00
-9.6%
Percent of sites in compliance
55.00
50.80
55.64
9.5%
Customer satisfaction rating
4.30
4.57
4.86
6.3%
Goal Statement:
To protect and restore the environment so that current and future generations enjoy an excellent place to live, work and play.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 52
 Environmental and Consumer Protection

 Consumer Protection
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of written complaints received
476.00
678.00
606.00
-10.6%
Number of written complaints processed per consumer
analyst
158.00
226.00
202.00
-10.6%
Percent of written complaints closed within 30 days
49.75
46.76
59.08
26.3%
The annual result for this measure varies from year-to-year
depending on the complexity of the complaints received.
Number of public contacts
N/A
N/A
13,838.00
N/A
Number of emergency and non-emergency medical
vehicle inspections
N/A
458.00
950.00
107.4%
The increase from the prior year was the result of the for-hire
vehicle inspection scheduling to medical vehicles.
External customer satisfaction
3.83
4.06
4.33
6.7%
Goal Statement:
To provide consumer protection and education to the public in order to prevent or stop unfair and deceptive trade practices.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 53
 Environmental and Consumer Protection

 Child Care Licensing and Inspections
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of licenses and registrations issued
N/A
N/A
770.00
N/A
Number of inspections conducted of licensed child care
facilities and child care homes
3,170.00
3,142.00
3,160.00
0.6%
Average caseload per Child Care Licensing Specialist
64.43
60.87
60.81
-0.1%
Percentage of all licensed/registered childcare sites
that are inspected in accordance with Broward County
Ordinances
99.80
100.00
99.95
0.0%
External customer satisfaction rating
3.97
4.55
4.65
2.2%
Goal Statement:
To ensure the health, safety, welfare and education of children by inspecting child care facilities throughout Broward County, ensuring adherence to regulatory standards.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 54
 Environmental and Consumer Protection

 Enforcement Administration
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of enforcement actions processed
496.00
396.00
339.00
-14.4%
Median days to settlement agreement or final order
153.00
179.00
185.00
3.4%
Goal Statement:
To provide high quality administrative and facilitative support to the environmental regulatory divisions in the areas of enforcement action preparation and issuance, Notice of Violation and Notice of Intent to File Suit case
management, complaint intake management, penalty tracking and collection, and compelled compliance with enforcement standards.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 55
 Administration

 FASD Administration
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Total interest income earned (in millions)
54.29
46.93
20.09
-57.2%
The annual result for this measure is impacted by the rate-
setting activities of the Federal Reserve, and is subject to
year-to-year variation.
Spread above the Merrill Lynch 1-3 year Treasury &
Agency Index
-0.12
0.77
0.33
-56.9%
The annual result for this measure is impacted by the rate-
setting activities of the Federal Reserve, and is subject to
year-to-year variation.
Return on investments (percent)
2.04
1.51
0.51
-66.2%
The annual result for this measure is impacted by the rate-
setting activities of the Federal Reserve, and is subject to
year-to-year variation.
Goal Statement:
To efficiently administer the six divisions within the department, and to effectively invest and protect County assets.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 56
 Value Adjustment Board

 Value Adjustment Board
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of petitions received electronically
17,888.00
20,615.00
15,360.00
-25.5%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Percentage of petitions received electronically
95.51
93.00
86.00
-7.5%
Percentage of petitions that went to hearing
38.47
61.00
32.65
-46.5%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of hearings rescheduled
2,570.00
1,616.00
2,108.00
30.4%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of folios confirmed by the VAB
3,630.00
3,713.00
4,286.00
15.4%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Average cost of folios confirmed by the VAB ($)
75.04
76.43
84.21
10.2%
External customer satisfaction rating
4.68
N/A
4.00
N/A
Goal Statement:
To manage the Administrative Review Process, on behalf of the Value Adjustment Board (VAB), for the taxpayers of Broward County in order to provide a means for taxpayers to appeal the assessments placed on their property by
the Property Appraiser's Office.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 57
 Accounting

 Accounting
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of invoices processed
123,393.00
129,257.00
135,601.00
4.9%
Number of credit card transactions
56,156.00
46,748.00
41,386.00
-11.5%
Number of paychecks and direct deposits per fiscal year
162,713.00
168,399.00
167,954.00
-0.3%
Average number of days to pay invoice from invoice
date
27.00
27.25
25.00
-8.3%
Percent of time all financial reporting deadlines are
met
85.00
85.00
95.00
11.8%
External customer satisfaction rating
4.00
4.00
4.00
0.0%
Cost per check/direct deposit
3.46
3.46
3.26
-5.8%
Average number of days to pay invoice from receiver
date
22.00
22.00
25.00
13.6%
Receipt of Government Finance Officers Association
(GFOA) Certificate of Excellence in financial reporting
1.00
1.00
1.00
0.0%
Goal Statement:
To ensure accurate financial records are maintained; provide financial information and reports to management, the State, and other interested parties; to ensure vendors and employees of the County are paid timely and all
applicable statutes and policies are complied with.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 58
 Enterprise Technology Services

 Customer Program Office
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of IT Security compliance audits/scans
completed
162.00
162.00
278.00
71.6%
The increase from the prior year was due to changes to the
assessment program involving automation, which increased
scanning capacity.
Number of high and medium security vulnerabilities
fixed
391.00
418.00
489.00
17.0%
The increase from the prior year was due to an increase in
scanning which increased the identification of fixable
vulnerabilities.
Number of employees who complete the Cyber Security
Awareness training
6,923.00
8,550.00
7,012.00
-18.0%
The variance from the prior year was related to the timing of
testing for the Transit Division during FY2020, which
increased the prior year result and created a variance in
FY2021.
Number of project reviews or audits
13.00
30.00
31.00
3.3%
Internal customer satisfaction rating
4.90
4.79
4.84
1.0%
Cost per student for in-house instructor led IT training
50.25
56.19
11.92
-78.8%
The variance from the prior year resulted from increased class
sizes related to online course offerings in FY2021.
Goal Statement:
To provide enterprise information technology (IT) project portfolio management; manage customer and vendor relationships; provide skilled IT project management, customer service assistance, and technology training; develop
integrated IT policies; and translate IT policies into executable processes for dissemination to the IT workforce.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 59
 Enterprise Technology Services

 Application Services
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of application code reviews
5.00
5.00
6.00
20.0%
The increase from the prior year resulted from an increase in
applications which had reached end-of-life.
Number of new/enhanced mobile friendly applications
delivered
5.00
4.00
30.00
650.0%
The increase from the prior year was related to end-of-life
applications and a revised development process, which
increased productivity.
Customer satisfaction rating
4.90
5.00
4.28
-14.5%
Percent of application development tickets past due
15.00
13.00
12.33
-5.1%
Goal Statement:
To promote e-government applications by enabling easy access to Broward County data and services, and provide timely and quality service to all county agencies for maintenance and enhancement of existing information
system applications.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 60
 Enterprise Technology Services

 Infrastructure Services
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of requests received by the ETS Service Desk
59,595.00
77,612.00
67,296.00
-13.3%
The number of network outages for County maintained
equipment affecting more than 25 personnel lasting
more than 60 minutes between 7:00AM-6:00PM
N/A
N/A
N/A
N/A
Average time per call of Trouble Tickets resolved by
Level 1 Service Desk support personnel (minutes)
4.92
5.21
4.94
-5.2%
Percentage of Problem Priority 1 Incidents resolved
within 4 hours
65.00
68.00
74.00
8.8%
Percentage of requests resolved on first contact by ETS
Service Desk personnel
83.00
84.00
76.00
-9.5%
Percentage of Service Desk calls answered in less than
one minute
92.00
83.00
86.00
3.6%
Goal Statement:
To provide the highest quality information technology infrastructure services for all activities and business services provided by the Board, and to provide dynamic innovative solutions in a reliable, effective, and secure manner to
improve business decision-making and foster work process enhancements.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 61
 Human Resources

 Human Resources/General Services
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Personnel transactions processed
3,604.00
2,917.00
3,233.00
10.8%
Formal position reviews
263.00
158.00
164.00
3.8%
Number of applications received countywide
46,602.00
32,334.00
32,176.00
-0.5%
Total number of positions filled
872.00
608.00
1,094.00
79.9%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Time to Fill (Average number of days from requisition
creation in online recruitment system to offer
acceptance)
62.50
72.50
88.75
22.4%
The variance from the prior year resulted from modifications
to recruitment policies which caused delays in the first two
quarters of FY2021.
Time to Start (Average number of days from acceptance
to start date)
35.00
30.75
20.25
-34.1%
The decrease from the prior year was related to an increase in
internal applicants, which reduces onboard processing times.
Ratio of HR FTE, per 100 Government FTEs
0.99
1.06
N/A
N/A
The data for this measure is unavailable due to the
implementation of a new management system; the annual
result will be updated in the subsequent report.
First year of service turnover rate %
20.10
13.80
N/A
N/A
The data for this measure is unavailable due to the
implementation of a new management system; the annual
result will be updated in the subsequent report.
Goal Statement:
To effectively develop, manage, and improve Broward County's Human Resource programs for residents and County employees to ensure equal employment opportunity and sound human resource related business practices in an
ethical, cost effective, and innovative manner.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 62
 Human Resources

 Human Resources/Learning and Organizational Development
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of employees receiving Employee Education
Benefits
314.00
303.00
323.00
6.6%
Percentage of the workforce receiving training from
Human Resources
16.67
32.45
18.75
-42.2%
The variance from the prior year was due to a mandatory
biennial training which was held during FY2020, causing a
variance for FY2021.
Goal Statement:
Learning and Organizational Development supports performance improvement for Broward County employees through strategically aligned development opportunities resulting in enhanced efficiencies and improved
productivity.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 63
 Human Resources - Employee Benefits

 Employee Assistance Program
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of employee office visits
405.00
449.00
482.00
7.3%
Number of organizational interventions
40.00
25.00
25.00
0.0%
Number of management consultations
26.00
55.00
54.00
-1.8%
Percentage of clients that follow through with a referral
85.00
76.50
74.50
-2.6%
Goal Statement:
To provide assistance to Broward County employees and their families in order to improve their quality of life both at home and on the job and provide agencies resources to safely deliver County services.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 64
 Human Resources - Employee Benefits

 Employee Benefits Administration
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of wellness programs/seminars offered
1,049.00
850.00
478.00
-43.8%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Average number of clients per program
19.00
30.00
34.75
15.8%
The increase from the prior year resulted from a decrease in
the number of events held in FY2021.
Benefit plan assistance contacts (walk-in, phone, mail,
email, fax) per 100 benefit-eligible employees (active,
COBRA and retirees)
80.16
79.67
108.88
36.7%
The increase from the prior year was primarily due to requests
for assistance with a new benefits management system.
Internal customer satisfaction rating
N/A
4.45
4.50
1.1%
New hire satisfaction rating for benefits orientation
program
95.75
96.75
94.00
-2.8%
Number of unique employees participating in a health,
wellness or lifestyle program or seminar per 100 benefit-
eligible employees
36.00
59.00
29.00
-50.8%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Employee satisfaction rating for health/dental/vision
plans
N/A
91.00
90.00
-1.1%
Goal Statement:
To provide a comprehensive, affordable, and accessible employee benefit program for Broward County employees in order to maximize service and provide the best use of these benefits.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 65
 Purchasing

 Purchasing Administration
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Dollar value of goods sold as surplus (auction or sale)
101,337.62
473,884.01
1,265,330.31
167.0%
The increase from the prior year was primarily due to
increased bidding during the FY2021 Fleet auction.
Training events delivered (internal County events and
public outreach events)
28.00
31.00
131.00
322.6%
The variance from the prior year was due to new mandatory
training related to Selection and Evaluation Committees.
Average number of days to process construction bids
within the Board's award authority
252.17
274.88
242.93
-11.6%
Average number of days to process construction bids
within the Director of Purchasing Division's award
authority
214.84
199.86
172.04
-13.9%
Average number of days to process commodities &
general services bids within the Board's award authority
212.62
221.44
183.64
-17.1%
The variance from the prior year was due to changes to the
awarding process, which reduced processing times.
Average number of days to process commodities &
general services bids within the Director of Purchasing
Division's award authority
131.60
105.86
121.27
14.6%
Average number of days to award RLIs/RFPs within the
Board's award authority
428.27
364.90
504.49
38.3%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Average number of days to award RLIs/RFPs within
Director of Purchasing Division's award authority
191.19
221.65
213.63
-3.6%
Average number of days to award informal quotations
and qualified vendor list (QVL) procurements
156.84
137.42
12.25
-91.1%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Average number of days to award sole source,
emergency, or after-the-fact procurement
57.28
40.73
54.19
33.1%
The variance from the prior year was primarily due to an
increase in After-the-Fact procurements, which increased
award times.
Average number of days to award work authorization,
amendments, or change orders
28.96
23.22
18.40
-20.8%
The variance from the prior year was due to changes to the
awarding process, which reduced processing times.
Internal customer satisfaction rating
N/A
N/A
N/A
N/A
No ratings were submitted during the fourth quarter.
Goal Statement:
To achieve the highest standard of public procurement and foster transparency in the procurement process; maintain a unified purchasing system to procure all commodities and general, professional, and construction services;
and to dispose of surplus items for all agencies under the supervision of the Board of County Commissioners.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 66
 Records, Taxes and Treasury

 County Records
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Total documents recorded
730,640.00
682,717.00
860,231.00
26.0%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of customers served (Official records research
assistance)
10,862.00
4,924.00
3,893.00
-20.9%
The variance from the prior year resulted from the availability
of a self-service online search offering, which began in
FY2021.
Number of Verbatim Minutes produced
68.00
59.00
59.00
0.0%
Number of Summary Minutes produced
12.00
13.00
8.00
-38.5%
The variance from the prior year resulted from modifications
to County meeting schedules.
Number of records dispositions processed
9.00
N/A
15.00
N/A
The Increase from the prior year was related to the temporary
closure and relocation of the Records Center during FY2020.
Number of records transmittals processed
23.00
33.00
50.00
51.5%
The Increase from the prior year was related to the temporary
closure and relocation of the Records Center during FY2020.
Average number of calendar days between receipt and
recordation of documents
1.18
1.24
1.30
4.9%
Average time spent per record disposition (hours)
5.89
N/A
10.18
N/A
The Increase from the prior year was related to the temporary
closure and relocation of the Records Center during FY2020.
Average time spent per record transmittal (hours)
3.74
4.01
3.67
-8.6%
Average time spent per record retrieval (minutes)
30.07
24.92
23.68
-5.0%
Average time spent per record shelving (minutes)
3.76
6.54
1.42
-78.2%
The variance from the prior year was due improvements
resulting from the relocation of the records center during
FY2020.
Average number of documents recorded per FTE in the
Recording section per day
53.93
51.80
65.90
27.2%
The variance from the prior year was due to in an increase in
document submittals.
Percentage of total documents recorded electronically
78.66
82.15
85.45
4.0%
External customer satisfaction rating
4.87
N/A
N/A
N/A
The annual result for this measure is unavailable due to a
change in rating methodology. The FY2021 annual result will
be updated in the subsequent report.
Average number of days from meeting to minutes
completion
12.70
12.55
13.03
3.8%
Number of Public Records / research requests per staff
member in this function per day
1.40
1.11
1.30
16.8%
The Increase from the prior year was related to the temporary
closure and relocation of the Records Center during FY2020.
Number of boxes handled per employee per day
8.48
5.68
23.32
310.3%
The Increase from the prior year was related to the temporary
closure and relocation of the Records Center during FY2020.
Number of records management search/research
requests per staff member per day
0.65
0.21
0.31
48.3%
The Increase from the prior year was related to the temporary
closure and relocation of the Records Center during FY2020.
Goal Statement:
To administer the Public Records for the citizens of Broward County for the purpose of cataloging public records and ensuring compliance with Florida law.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 67
 Records, Taxes and Treasury

 Operations/Treasury
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Bank reconciliations performed per employee
407.00
502.00
481.00
-4.2%
Cash receipts monitored (in billions)
6.19
7.30
7.44
1.9%
Goal Statement:
To provide administration, business operations and application-specific technical support services; perform check disbursements and bank reconciliations; and execute debt service on County-bonded debt.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 68
 Records, Taxes and Treasury

 Tourist Development Tax
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Total revenue collected (in millions)
88.70
66.10
83.50
26.3%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Total number of tax transactions processed per tax tag
clerk
10,520.00
10,646.00
10,105.00
-5.1%
External customer satisfaction rating
4.90
4.90
4.81
-1.8%
Expense as a percent of collections
0.50
0.80
0.60
-25.0%
The decrease from the prior year was related to staffing
vacancies during FY2021.
Goal Statement:
To administer, audit, and enforce the collection of Tourist Development Taxes pursuant to applicable laws and ordinances relating to this tax for the purpose of supporting the tourism activities of the Greater Fort Lauderdale
Convention and Visitors Bureau, the Convention Center, and the debt service requirements of the County Civic Arena.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 69
 Records, Taxes and Treasury

 Auto Tags
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Total transactions completed
2,271,326.00
2,244,798.00
2,432,670.00
8.4%
Transactions per employee
42,616.00
40,815.00
44,230.00
8.4%
Percentage of e-commerce transactions to total
transactions processed
23.10
28.20
29.20
3.5%
External customer satisfaction rating
N/A
N/A
N/A
N/A
The annual result for this measure is unavailable due to a
change in rating methodology. The FY2021 annual result will
be updated in the subsequent report.
Goal Statement:
To responsively serve our customers through successful partnerships, providing the public with efficient methods and service relative to the registration and title processing for motor vehicles, vessels, mobile homes, and issuance
of disabled parking permits. To ensure chain of ownership and payment of mandated taxes and fees per State Statute and Department of Highway Safety and Motor Vehicles rules and regulations.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 70
 Records, Taxes and Treasury

 Taxes, Licenses, Enforcement and Personal Property
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Local business tax customers
75,961.00
72,492.00
86,342.00
19.1%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Local business tax revenues
3,606,297.00
3,392,071.00
4,199,779.00
23.8%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of current tax bills processed in office
160,677.00
126,923.00
126,802.00
-0.1%
Number of tax deeds applications brought to auction
983.00
1,012.00
831.00
-17.9%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Enforcement actions against delinquent tangible
personal property or business tax receipts accounts
28,322.00
28,691.00
38,648.00
34.7%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Overall delinquency collected for past seven tax rolls
versus delinquency stated on April 1st of past seven tax
rolls
93.75
92.18
91.08
-1.2%
External customer satisfaction rating
4.94
4.93
N/A
N/A
The annual result for this measure is unavailable due to a
change in rating methodology. The FY2021 annual result will
be updated in the subsequent report.
Goal Statement:
To collect and process current and delinquent real and personal property ad valorem and non-ad valorem assessments on behalf of taxing authorities, local business taxes, hunting and fishing license fees, other State and County
license fees, and other debts owed to Broward County in accordance with State Statutes, Rules and Regulations and Broward County ordinances.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 71
 Risk Management

 Risk Management Administration
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Internal customer satisfaction rating
4.84
4.82
4.74
-1.7%
Goal Statement:
In accordance with State Statutes, provide and effectively manage the County's Self-Insurance Program at the lowest possible cost and in the best interests of the citizens and employees of Broward County, and ensure the safety
and well-being of all County employees and the public visiting County property.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 72
 Risk Management

 Risk Management Workers' Compensation
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
New workers' compensation (WC) claims processed and
administered
548.00
587.00
498.00
-15.2%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
"Best practices" adherence rating for adjusters
74.00
79.16
88.50
11.8%
Percentage of workers' compensation medical bills paid
within 45 days from receipt per State mandate
99.33
99.64
99.41
-0.2%
Percentage of workers' compensation indemnity
payments paid within seven days of due date
96.95
96.28
97.23
1.0%
Workers' compensation self-insurance costs per
employee (dollars)
691.00
709.00
660.00
-6.9%
Workers' compensation internal customer satisfaction
rating
4.29
4.77
4.89
2.5%
Workers' compensation claims closed as a percentage
of claims opened annually
102.00
102.00
98.00
-3.9%
Average number of workers' compensation claims
closed per claim adjuster annually
186.00
200.00
244.00
22.0%
The variance from the prior year was the result of staff
vacancy during FY2021.
Number of workers' compensation claims per 100
employees
6.70
7.22
6.29
-12.9%
Percent of prescription dollars disbursed through
preferred provider
94.00
54.00
43.50
-19.4%
The decrease from the prior year resulted from a change in
the pharmacy benefit manager for Workers' Compensation
claims.
Goal Statement:
To investigate, administer, and resolve all work related injury claims in accordance with Florida Statutes, Chapter 440.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 73
 Risk Management

 Risk Management Liability
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
New general liability (GL) claims processed and
administered
244.00
314.00
319.00
1.6%
New auto liability (AL) claims processed and
administered
70.00
133.00
123.00
-7.5%
New Mass Transit (MT) claims processed and
administered
351.00
298.00
312.00
4.7%
Liability self-insurance costs per capita
1.08
1.00
1.19
19.0%
The increase from the prior year was due to an increase in
claim activity and investigation.
General liability claims closed as a percentage of
claims opened annually
91.00
116.00
105.00
-9.5%
Automobile liability claims closed as a percentage of
claims opened annually
89.00
99.00
111.00
12.1%
Mass Transit claims closed as a percentage of claims
opened annually
102.00
126.00
107.00
-15.1%
The annual result for this measure is impacted by legal
proceedings, which are subject to year-to-year variation.
Average number of liability claims closed per claim
adjuster annually
161.00
218.00
201.00
-7.8%
Number of general liability claims per 10,000 County
population
1.27
1.62
1.64
1.2%
Percentage of costs recovered for repair/replacement of
County owned assets
75.40
65.77
92.05
40.0%
The increase from the prior year was due to full staffing levels
during FY2021.
Internal customer satisfaction rating
4.57
4.67
4.88
4.5%
Goal Statement:
To resolve investigated claims in a expeditious manner based on the respective liability and/or damages of the involved party(ies) while managing associated expenses in accordance with Florida Statute 768.28.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 74
 Risk Management

 Risk Management Safety and Occupational Health
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of training sessions provided
148.00
132.00
181.00
37.1%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of criminal background checks completed
3,730.00
2,155.00
2,362.00
9.6%
Number of post employment-offer physicals provided
1,377.00
756.00
368.00
-51.3%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of medical surveillance tests provided
815.00
850.00
1,110.00
30.6%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of safety activities conducted (site visits,
assessments, audits, inspections)
160.00
314.00
327.00
4.1%
Number of occupational health activities conducted
(site visits, assessments, audits, inspections)
305.00
413.00
341.00
-17.4%
The variance from the prior year was due to staff vacancy
during FY2021.
Number of Safety and Occupational Health
recommendations implemented by County agencies
64.00
107.00
70.00
-34.6%
The annual result is impacted by agency acceptance and
implementation, which is subject to year-to-year variation.
Internal customer satisfaction rating
4.83
4.67
4.31
-7.7%
Goal Statement:
To provide safe and healthful workplace conditions for County employees and the public, and to ensure the fitness of County employees in the performance of their job responsibilities.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 75
 Administration - Human Services

 Administration - Human Services
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Percent of performance based outcomes achieved in
contracted programs
91.50
86.20
94.60
9.7%
Percent of outcomes achieved in direct service
programs
60.00
58.00
73.30
26.4%
The increase from the prior year was related to an
organizational focus on core services.
Customer satisfaction rating
4.80
4.74
4.82
1.7%
Goal Statement:
To effectively and efficiently provide innovative health and human service programs that assist Broward County's children, elderly and low income individuals and families achieve well-being and enhance their quality of life, as
well as generate revenue, maximize resources, ensure accountability and lead the community in sharing human service expertise.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 76
 Crisis Intervention and Support

 Administration - Crisis Intervention and Support
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
External customer satisfaction rating
4.58
4.82
4.88
1.2%
Goal Statement:
To provide administrative, fiscal and operational support and oversight to ensure efficiency, productivity and statutory compliance of direct services offered by the three Sections: Justice Services, the Nancy J. Cotterman Center
Crisis/Counseling Section and the Child Protection Team and Medical Services Section.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 77
 Crisis Intervention and Support

 Justice Services
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Percent of enrolled youth who successfully complete
the Juvenile Civil Citation program
88.00
93.00
94.00
1.1%
Percent of enrolled youth who successfully complete
the Juvenile Civil Citation program and do not re-offend
within 1 year
98.00
100.00
99.00
-1.0%
Number of youth enrolled in the Juvenile Predisposition
Services program
61.00
111.00
51.00
-54.1%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Percentage of youth who successfully complete the
Juvenile Predisposition Services program
91.00
92.00
80.00
-13.0%
Number of adults committing a misdemeanor offense
that are referred to the Adult Civil Citation program
14.00
38.00
87.00
128.9%
The increase from the prior year was primarily due to a policy
intervention focused on referrals, and an increase in
participating agencies.
Percent of enrolled adults who successfully complete
the Adult Civil Citation program
100.00
97.00
94.00
-3.1%
Goal Statement:
To provide equity and strength-based services that improve client outcomes and opportunities by managing processes and promoting systemic change to divert individuals away from the justice system.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 78
 Crisis Intervention and Support

 Nancy J. Cotterman Center
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of services provided to consumers
21,855.00
19,782.00
44,616.00
125.5%
The increase from the prior year is related to a change in
methodology which expanded the number of services being
reported for this measure.
Percentage of medical examination reports sent to
applicable stakeholders within 10 business days after the
examination
98.00
99.00
96.00
-3.0%
Percentage of clients successfully completing
counseling services
97.00
99.00
99.00
0.0%
Goal Statement:
To reduce further trauma to victims of assault/abuse and their families through specialized forensic medical examination and assessment, crisis intervention, and forensically sensitive therapy to ameliorate functional impairment,
and to conduct outreach to non-reporting victims through community awareness activities.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 79
 Broward Addiction Recovery

 Broward Addiction Recovery Administration
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Percentage of screenings that result in an admission to
substance abuse services within the agency
N/A
N/A
39.70
N/A
Percent of Criminal Justice System clients who are
receiving substance abuse services
N/A
N/A
82.50
N/A
Percent of successful completions from substance
abuse services
57.30
61.30
66.70
8.8%
External customer satisfaction rating
4.42
4.38
4.62
5.5%
Goal Statement:
Broward Addiction Recovery Center (BARC) strives to provide effective treatment, with improved coordination of care and successful completion to achieve high client satisfaction rates.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 80
 Broward Addiction Recovery

 Detoxification Services
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Percent of Detoxification beds utilized
90.40
73.30
54.30
-25.9%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Percent of clients who complete Detoxification and
continue in substance abuse services
73.60
80.30
80.40
0.1%
Goal Statement:
To provide in a state-of-the-art Detox program, safe medical intervention to minimize the risks of withdrawal, and enable transition to a less restrictive level of care for substance use treatment.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 81
 Broward Addiction Recovery

 Outpatient Services
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of enrollments in any level of Outpatient
Treatment Services
1,190.00
1,013.00
797.00
-21.3%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Goal Statement:
To provide substance use treatment in a convenient, supported and less restrictive environment, and help clients sustain recovery from addiction by integrating recovery skills into their everyday life, with the option to participate
in a medication assisted treatment program.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 82
 Broward Addiction Recovery

 Residential Services
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Percent of Residential beds utilized
93.70
75.60
43.10
-43.0%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Goal Statement:
To provide substance use treatment in a highly structured, supportive and therapeutic environment, so clients acquire the skills to achieve and maintain meaningful and sustained recovery as they transition to an outpatient level
of care.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 83
 Community Partnerships

 Administration - Community Partnerships
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Percentage of performance based outcomes achieved
in contracted programs
91.00
86.20
95.04
10.3%
External customer satisfaction rating
4.28
4.45
4.85
9.0%
Number of clients served through County contracts
90,392.00
70,669.00
71,344.00
1.0%
Goal Statement:
To work collaboratively with community partners including funders, non-profit and for profit providers, faith-based organizations, governmental entities, advocates and consumers in assuring that community-based human services
are cost effective, coordinated and performance-based in meeting the needs of the residents of Broward County.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 84
 Community Partnerships

 Children's Services
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Percentage improvement in social and emotional
functioning
92.80
93.00
92.60
-0.4%
Percentage of client’s families that experience
decreased family stress
100.00
100.00
100.00
0.0%
Goal Statement:
To improve the quality of life and empower Broward's families with children by effectively and efficiently developing and supporting systems of care in collaboration with other community stakeholders.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 85
 Community Partnerships

 Health Care Services
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of medical encounters provided to patients for
primary care
98,030.00
17,458.00
14,537.00
-16.7%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Percentage of participants who improve their ability to
function in the community
N/A
N/A
100.00
N/A
Goal Statement:
To provide effective administration and management of contracted health care services in Broward County for indigent residents in need of health care, mental health, and HIV/AIDS services ensuring quality services, promoting
integration and following best practices.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 86
 Community Partnerships - Homeless Services Fund

 Homeless Services
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of sheltered and unsheltered homeless
individuals
N/A
N/A
2,561.00
N/A
Percentage of Emergency Shelter beds utilized
98.60
72.80
55.73
-23.4%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Percentage of clients that move from Emergency
Shelters to a stable housing solution
33.50
38.50
34.66
-10.0%
Goal Statement:
To help build and maintain an optimal "continuum of care" of homeless services, promote solutions to homelessness, coordinate funding for key services, and assist individuals experiencing homelessness to move to self-
sufficiency and permanent housing.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 87
 Elderly and Veterans Services

 Elderly and Veterans Administration
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of seniors served
N/A
N/A
3,334.00
N/A
Percentage of seniors served who remain in stable non-
institutional housing
N/A
N/A
99.30
N/A
Number of individuals receiving community outreach
services
N/A
N/A
N/A
N/A
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Percentage of staff time engaged in direct service
provision
75.75
71.50
72.75
1.7%
External customer satisfaction rating
N/A
N/A
4.79
N/A
Goal Statement:
To provide services using a "No Wrong Door" approach that aims to improve the quality of life while developing additional community resources; Elders and veterans will receive services and referrals to community resources that
emphasize physical, economic and social well-being and result in improved resiliency and self-sufficiency skills.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 88
 Elderly and Veterans Services

 Veterans Services
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of veterans, dependents, and dependent
survivors served
2,027.00
1,722.00
1,489.00
-13.5%
Dollar value of approved claims filed with the assistance
of the Veterans Services Section
12,050,427.00
12,884,049.00
13,529,326.00
5.0%
Goal Statement:
To provide assistance to veterans, their dependents and dependent survivors in applying for the federal benefits to which they are entitled; this results in the attainment and/or maintenance of self-sufficiency.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 89
 Family Success Administration

 Family Success Administration
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
External Customer Satisfaction Rating
N/A
N/A
4.80
N/A
Goal Statement:
To provide administrative oversight and coordination of comprehensive human services offered by the Division and its community-based partners at one-stop service locations throughout Broward County.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 90
 Family Success Administration

 Family Success Centers
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of customers served
N/A
N/A
24,809.00
N/A
Percent of clients who have resolved their crisis at time
of discharge
98.00
91.00
95.00
4.4%
Percentage of individuals who received emergency
assistance payments who maintained stability
97.00
94.00
97.90
4.1%
Percent of homeless clients who maintain housing
89.00
91.00
95.70
5.2%
Goal Statement:
To provide one-stop entry to comprehensive human services in partnership with community-based providers in Broward County, assisting individuals and families to achieve and maintain health, safety and economic stability.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 91
 Port Everglades Administration

 Administration
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Meet or exceed the current target of passenger count
3,892,215.00
2,539,577.00
148,664.00
-94.1%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Meet or exceed the current target of twenty-foot
equivalent units added
1,053,078.00
945,511.00
1,197,234.00
26.6%
The increase from the prior year was due to an increase in
cargo vessels.
Customer satisfaction measured among tenants and port
users via customer service survey
4.40
4.39
4.39
0.0%
Goal Statement:
To coordinate the various administrative and financial activities of the divisions within the Port Everglades Department to ensure compliance with County policies and goals, and to develop marketing and promotional strategies
that create and promote commerce and industry and create employment within Broward County.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 92
 Port Everglades Administration

 Business Administration
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Percentage of leasable office space occupied
93.60
90.19
92.22
2.3%
Percent of rental revenue goal reached
107.46
103.45
93.31
-9.8%
Percent of leasable warehouse space occupied
90.60
92.32
100.00
8.3%
Percentage of developed leasable land occupied
93.33
100.00
100.00
0.0%
Average time to process a completed franchise
application (completed application to public hearing in
days)
53.42
60.38
58.13
-3.7%
Rental revenue generated from leases (millions)
17.96
17.49
19.62
12.2%
Goal Statement:
To provide Port-wide general administrative support and services including agenda coordination and communication support; to provide property management, leasing, and administration of Port real estate, and management of
the contract for parking facility operation; to promote the benefits of, and to operate/expand, Foreign-Trade Zone No. 25; to provide regulation of certain business activities through management of the franchise and business
permit program; to administer various contracts; to provide liaison for risk management functions at the Port; to provide human resources support to all employees and management of the seaport; and to provide guidance and
support of purchasing activities for the Enterprise Fund.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 93
 Port Everglades Administration

 Operations
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Percent of container crane uptime
99.93
99.94
99.81
-0.1%
Average number of work orders backlogged
59.98
56.59
N/A
N/A
Due to the implementation of a new management system, the
result for this performance measure is unavailable and will be
updated in the subsequent report.
Average work order aging (days)
4.25
9.26
N/A
N/A
Due to the implementation of a new management system, the
result for this performance measure is unavailable and will be
updated in the subsequent report.
Percentage of preventative maintenance projects
completed compared to number scheduled
95.99
98.91
93.85
-5.1%
Percent of time reporting to the job site (berth) 15
minutes or more prior to a ship docking/sailing
96.99
98.75
99.50
0.8%
Compliance by Port users of directive issued for facility
housekeeping within 48 hours (percent)
85.00
77.00
77.00
0.0%
Percentage of customer inquiries responded to within
one business day
100.00
100.00
100.00
0.0%
Goal Statement:
To provide the four functional areas with planning and administrative support; to coordinate and control the movement of all ships, cargo, and passengers moving through the seaport and to maintain the facilities affecting those
movements in order to ensure prompt and efficient service to Port users.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 94
 Port Everglades Administration

 Seaport Engineering and Facilities Maintenance
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of projects managed
28.00
38.00
33.00
-13.2%
New projects initiated
18.00
13.00
11.00
-15.4%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of projects managed per project manager
3.00
5.00
3.00
-40.0%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Percentage of projects completed within original time
frame
90.00
94.50
100.00
5.8%
Percentage of projects completed within the original
budget allocation (including contingencies)
100.00
100.00
100.00
0.0%
Goal Statement:
To provide strategic facilities technical support for the planning of seaport development; manage the design, engineering and construction of new facilities for Port clients; and ensure adequate facilities maintenance while
protecting the environment within the Port jurisdictional area.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 95
 Administration

 Construction Management
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of new projects initiated (construction and
renovation) under Construction Management Division
33.00
27.00
17.00
-37.0%
The variance from the prior year was the result of project
consolidations and changes in Transit project management.
Total number of projects (construction and renovation)
managed per Construction Management Division
project manager
9.50
7.50
6.00
-20.0%
The variance from the prior year was the result of project
consolidations and changes in Transit project management.
Internal customer satisfaction rating
4.40
4.50
4.42
-1.8%
Number of CMD consulting hours provided to County
agencies
4,514.00
7,640.00
2,990.00
-60.9%
The variance from the prior year was the result of changes in
Transit project management.
Number of construction projects managed
21.00
20.00
17.00
-15.0%
The variance from the prior year was the result of project
consolidations and changes in project management involving
the Transit Division.
Number of renovation projects managed
84.00
65.00
68.00
4.6%
Total amount authorized for all projects (construction
and renovation) managed under Construction
Management Division (millions)
671.10
1,705.00
1,699.00
-0.4%
Number of Green/LEED certified building projects
11.00
12.00
13.00
8.3%
Goal Statement:
To systematically manage the planning, design and construction of vertical capital projects for Broward County agencies with the objective of providing quality environmentally sustainable facilities in a timely and fiscally
responsible manner.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 96
 Facilities Management

 Cleaning
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Cost per square foot for cleaning expenses ($)
1.62
1.53
1.79
17.4%
The increase from the prior year was the result of an increase
to the County living wage.
Number of square feet serviced by the cleaning section
(in millions)
5.60
5.60
5.60
0.0%
Customer satisfaction rating
3.27
3.90
4.28
9.7%
Goal Statement:
To maintain clean and safe facilities for all employees and visitors at leased and owned County facilities.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 97
 Facilities Management

 Paid Parking
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of square feet serviced by paid parking (in
millions)
1.70
1.70
1.70
0.0%
Cost per square foot for paid parking ($)
0.41
0.50
0.64
27.0%
The increase from the prior year was the result of a new paid
parking contract.
Customer satisfaction rating
4.50
4.14
4.39
6.0%
Goal Statement:
To provide adequate and safe parking availability for employees and visitors in close proximity to the Broward County Governmental Center and Courthouse Complex/Judicial Center.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 98
 Facilities Management

 Program Administration/Management
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of space planning projects managed
86.00
48.00
47.00
-2.1%
Average warehouse turn ratio
1.23
1.33
0.85
-36.1%
The decrease from the prior year was related to additional
inventory carried during FY2021.
Average inventory accuracy (%)
95.00
99.60
99.80
0.2%
Cost per square foot for Administrative expenses ($)
0.53
0.53
0.52
-1.9%
Number of square feet managed (in millions)
8.40
8.40
8.40
0.0%
Customer satisfaction rating
4.14
4.15
4.48
8.0%
Goal Statement:
To oversee and manage effective Facility Management Division operations related to the Repairs and Maintenance, Roads and Grounds, Utilities, Cleaning, Paid Parking, and Security programs.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 99
 Facilities Management

 Real Property
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of parcels received for purchase and lease
acquisition, and disposition
188.00
127.00
145.00
14.2%
Average number of parcels in negotiation for purchase
or lease per property agent
59.00
63.00
78.00
23.8%
The increase from the prior year was due to a decrease in the
number of property agents assigned to parcel negotiations.
Number of appraisals received and reviewed
106.00
48.00
19.00
-60.4%
This performance measure is driven by County activities,
which are subject to variation.
In-house appraisal projects, review of third party
appraisals, and review of residential appraisal reports
22.00
14.00
6.00
-57.1%
The decrease from the prior year was due to mid-year
changes in Divisional position responsibilities.
Number of Ownership and Encumbrance Reports (O&E)
processed
349.00
399.00
643.00
61.2%
The increase from the prior year was due to changes in job
assignments that prioritize the evaluation of all County-owned
properties.
Percentage of building square footage, leased versus
owned
13.00
13.00
13.00
0.0%
Internal customer satisfaction rating
4.70
4.86
4.50
-7.4%
Goal Statement:
To serve as professional real estate advisors to the County Commission, Administration and Departments of County government; efficiently and professionally acquire real estate and property rights through purchase, lease and
license to meet the needs of all branches of County government; dispose of surplus property; lease administration; investigative research and due diligence; processing of vacation applications; manage real property records and
escheated property inventory.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 100
 Facilities Management

 Repairs and Maintenance
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of facilities maintained
138.00
138.00
138.00
0.0%
Number of work orders processed
57,936.00
56,277.00
55,147.00
-2.0%
Average number of days to complete a work order from
date of receipt
39.00
47.00
41.00
-12.8%
Average number of hours to complete a work order
2.72
2.55
2.57
0.8%
Cost per square foot for maintenance and repairs ($)
1.69
1.55
1.64
5.6%
Number of square feet serviced by Repairs and
Maintenance (millions)
7.50
7.50
7.50
0.0%
Customer satisfaction rating
4.28
4.28
4.42
3.3%
Goal Statement:
To ensure the satisfactory preservation of the County's investment in physical facilities and to provide a clean, safe, and adequately maintained working environment for employees, residents and visitors.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 101
 Facilities Management

 Roads and Grounds
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Cost per square foot for roads and grounds expenses ($)
0.26
0.29
0.33
12.9%
Number of square feet serviced by Roads and Grounds
(in millions)
7.00
7.00
7.00
0.0%
Customer satisfaction rating
3.85
4.04
4.20
4.0%
Goal Statement:
To provide preservation of the County's investment in its exterior facilities (roads and grounds) and to provide a clean, safe and adequately maintained working environment for employees and visitors.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 102
 Facilities Management

 Security
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Cost per square foot for security expenses ($)
1.26
1.29
1.29
-0.4%
Number of square feet serviced by the security section
(in millions)
6.10
6.10
6.10
0.0%
Customer satisfaction rating
4.00
4.40
4.50
2.3%
Goal Statement:
To provide a safe and secure environment for all employees and visitors at all facilities within the program.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 103
 Facilities Management

 Utilities
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Energy Performance Index (kWh/sq.ft./yr)
19.25
18.94
17.50
-7.6%
Energy Cost Index (dollars/sq.ft./yr)
1.29
1.31
1.40
6.9%
Number of square feet serviced by utilities (in millions)
5.06
5.06
5.06
0.0%
Goal Statement:
To achieve and maintain high efficiency, economical, and conservative use of the electrical and other energy resources necessary to meet County needs, while enhancing cost-effectiveness and reducing levels of Green House
Gases (GHG).
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 104
 Highway Construction and Engineering

 Engineering Management and Design
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Percent of projects complete with no more than 20%
increase in contract time from the original contract
schedule
100.00
100.00
100.00
0.0%
Dollar value of construction during the fiscal year
(millions)
11.46
6.06
1.60
-73.6%
The decrease from the prior year was due to fewer on-going
projects and negotiations related to the Wiles Road project.
Dollar value of design and construction management
services
1,380,350.00
1,527,396.00
1,557,843.00
2.0%
Number of lane/miles under construction
7.00
6.00
4.00
-33.3%
The decrease from the prior year was due to the completion
of the Wiles Road project.
Number of traffic signal plans designed
6.00
9.00
9.00
0.0%
Percent of projects complete with no more than 5%
change orders
100.00
100.00
100.00
0.0%
Construction value of projects managed per project
manager (millions)
4.26
2.55
0.84
-67.1%
The decrease from the prior year was due to fewer on-going
projects and negotiations related to the Wiles Road project.
Goal Statement:
To manage the design and construction of roadway improvement projects within the adopted transportation capital improvement program to ensure safe and adequate transportation facilities for the public and to provide design
and construction management services for in-house projects and provide professional services to other agencies.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 105
 Highway Construction and Engineering

 Engineering Services
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of plans reviewed per year within 14 calendar
day mandated review time
N/A
N/A
511.00
N/A
Number of permits issued
N/A
N/A
507.00
N/A
Percentage of survey projects commenced within 30
days of request
96.00
98.00
92.88
-5.2%
Number of survey projects completed
83.00
107.00
99.00
-7.5%
Number of active GIS Projects for Highway Construction
and Engineering Division
16.00
16.00
16.00
0.0%
Number of active GIS Projects for other Public Works
Divisions or other Departments
3.00
3.00
4.00
33.3%
This performance measure is driven by requests from County
agencies, which are subject to year-to-year variation.
Number of plat and delegation requests reviewed
132.00
87.00
102.00
17.2%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Number of GIS Maps (PDF) maintained
8.00
8.00
8.00
0.0%
Number of plats recorded
36.00
44.00
37.00
-15.9%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Number of technical reviews for determination of right-
of-way requirements
41.00
54.00
42.00
-22.2%
This performance measure is driven by requests from County
agencies and the public, which are subject to year-to-year
variation.
Number of GIS web-mapping applications maintained
15.00
16.00
16.00
0.0%
Number of right-of-way related inquiries
1,985.00
2,150.00
1,644.00
-23.5%
This performance measure is driven by requests from County
agencies and the public, which are subject to year-to-year
variation.
Number of GIS web map views
33,880.00
29,996.00
32,071.00
6.9%
Goal Statement:
To provide professional highway and right-of-way engineering, permitting, surveying, review, and drafting services to implement and enforce development permit construction obligations and minimum construction standards in
conformity with Florida Statutes and Broward County Code thus ensuring soundness and safety of roadway improvements, and ensuring the accuracy of recorded plat information for the general public and future real estate
transactions.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 106
 Highway and Bridge Maintenance

 Construction/Highway Maintenance
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Total cost per hour for normal operation of draw bridge
($)
30.71
33.68
34.96
3.8%
Percent compliance with the ten-year roadway drainage
system surface water management license renewal and
permit requirements program
98.00
98.00
98.00
0.0%
Average cost per foot to clean, inspect, and video tape
roadway drainage system storm drainage pipes (dollars)
1.25
1.42
1.55
9.2%
Cost per catch basin serviced ($)
92.09
97.05
85.38
-12.0%
Cost of routine maintenance per lane mile ($)
5,584.75
6,071.13
4,819.11
-20.6%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of work days to respond to citizen requests
1.10
1.02
1.00
-2.0%
Percentage of time bridges operational
99.00
99.00
99.00
0.0%
Goal Statement:
To serve the residents of Broward County with excellence in maintaining and improving County roadways, keeping storm water infrastructure clean and efficient, beautifying County-owned property through mowing and landscape
maintenance, and the safe operation and maintenance of County-owned fixed and bascule bridges to accommodate the safe passage of motorists, pedestrians and marine traffic.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 107
 Highway and Bridge Maintenance

 Mosquito Control Local
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of citizen requests
8,716.00
12,824.00
12,608.00
-1.7%
Average number of work days to respond to citizens
request
4.87
3.09
3.00
-2.9%
Acres treated by aerial adulticiding
11,000.00
N/A
N/A
N/A
Acres treated by ground adulticiding
120,996.00
183,098.01
156,312.64
-14.6%
Acres treated by ground larviciding
82,891.32
29,442.93
21,148.96
-28.2%
The decrease from the prior year was caused by a decrease in
rainfall compared to the previous year, resulting in a decrease
in the mosquito population.
Number of sites inspected
3,543.00
3,238.00
1,612.00
-50.2%
The decrease from the prior year was caused by a decrease in
rainfall compared to the previous year, resulting in a decrease
in the mosquito population.
Cost per acre for aerial adulticiding ($)
1.03
N/A
N/A
N/A
Goal Statement:
To monitor and control the mosquito population in order to provide protection from mosquito-borne diseases and to improve the quality of life for Broward County residents and tourists.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 108
 Traffic Engineering

 Administration - Traffic Engineering
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
External customer satisfaction rating
4.69
4.67
4.67
0.0%
Goal Statement:
To provide administrative support and resources to the Traffic Engineering Division in order to enhance efficiencies and productivity, and ensure compliance with Broward County's policies and goals to provide a safe and
efficient traffic control system for residents and visitors.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 109
 Traffic Engineering

 Signal Construction/Maintenance
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of signalized intersections maintained
(excluding school flashers)
1,455.00
1,462.00
1,469.00
0.5%
Number of school flashers maintained (ground-mounted
and aerial)
1,061.00
1,069.00
1,070.00
0.1%
Number of field maintenance tasks performed (all signal
devices and school flashers)
21,524.00
19,095.00
16,762.00
-12.2%
Number of repairs to controllers and peripherals
(electronic shop)
992.00
939.00
1,007.00
7.2%
Number of streetlights maintained
1,503.00
1,516.00
1,469.00
-3.1%
Percent of emergency calls responded to within 1 hour
95.00
94.00
92.90
-1.2%
Goal Statement:
To protect motorists and pedestrians through the installation and maintenance of traffic signals.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 110
 Traffic Engineering

 Signal Systems Engineering
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of timing adjustments at individual traffic
signals
2,046.00
1,800.00
1,074.00
-40.3%
The decrease from the prior year was due to the combination
of the impact of the COVID-19 Pandemic and decreased
staffing.
Number of arterial segments retimed
88.00
71.00
94.00
32.4%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Number of customer timing requests
2,156.00
1,984.00
1,779.00
-10.3%
Number of communication plans reviewed
277.00
275.00
273.00
-0.7%
Number of communication inspections performed
24.00
21.00
17.00
-19.0%
The decrease from the prior year was caused by a decrease in
construction requiring communication inspections.
Number of signals retimed (synchronized operation)
829.00
645.00
841.00
30.4%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Percent of synchronized signals retimed
17.50
13.25
17.75
34.0%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Work tickets received from 811 Call Center
37,697.00
42,368.00
46,523.00
9.8%
Units processed by the "LOCATES" contractor
65,547.00
63,917.00
58,781.00
-8.0%
Goal Statement:
To optimize the efficiency and reliability of the County's traffic signal system in order to mitigate congestion and maximize traffic signal coordination for all road users.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 111
 Traffic Engineering

 Traffic Studies
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of traffic studies conducted
583.00
618.00
609.00
-1.5%
Number of traffic investigations completed
944.00
930.00
1,617.00
73.9%
The increase from the prior year was caused by an increase to
the number of public requests.
Number of work orders generated for maintenance and
revision of traffic control devices
3,779.00
3,793.00
3,185.00
-16.0%
The decrease from the prior year can be attributed a
decreased number of requests received by the public and
staffing vacancies.
Number of traffic data requests executed (counts, speed
data, condition diagrams, etc.)
523.00
288.00
382.00
32.6%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Number of Maintenance of Traffic (MOT) requests
reviewed
1,436.00
1,765.00
1,903.00
7.8%
Percent of traffic studies completed within six weeks
76.75
80.50
67.80
-15.8%
The variance from the prior year was due to a reduction in the
deployment of data collection devices.
Average cost to perform a study or investigation ($)
131.24
136.69
107.00
-21.7%
The variance from the prior year was due to a reduction in the
deployment of data collection devices.
Average cost to perform a traffic count ($)
494.84
936.11
795.80
-15.0%
Goal Statement:
To conduct traffic studies and investigations in response to both public requests and internal surveys, which may result in the application or modification of traffic controls to improve safety and traffic flow for the motoring public.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 112
 Traffic Engineering

 Signs and Markings
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of signs fabricated
8,991.00
8,644.00
8,364.00
-3.2%
Number of signs installed/replaced
9,655.00
8,828.00
8,553.00
-3.1%
Number of line miles of roadway marked
227.00
239.00
194.00
-18.8%
The annual result for this measure was impacted by the
COVID-19 Pandemic and maintenance downtime related to
the longline truck.
Number of sign maintenance upgrade tasks completed
2,403.00
2,123.00
2,075.00
-2.3%
Number of emergency calls received
1,280.00
1,317.00
1,241.00
-5.8%
Percent of time emergencies are responded to within 1
hour
98.70
99.00
98.90
-0.1%
Number of arrows, pavement legends and other marking
tasks completed
796.00
1,717.00
1,595.00
-7.1%
Goal Statement:
To protect motorists and pedestrians through the installation and maintenance of traffic signs and pavement markings, which regulate, guide and inform the public of traffic regulations.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 113
 Solid Waste Recycling Services

 Municipal Services
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Pounds of recyclables collected per residential unit
380.87
495.19
604.76
22.1%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Operating cost per single family residential unit (dollars)
268.39
317.49
389.13
22.6%
The increase from the prior year was due to an increase in
recyclables per residential unit.
Goal Statement:
To provide for the efficient and reliable collection and disposal of residential solid waste and recyclables, and for the monitoring of commercial solid waste, for customers in the Broward Municipal Services District, to ensure a
clean environment.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 114
 Solid Waste Recycling Services

 Bulk Waste and Yard Waste Program
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Operating cost of disposal of trash per ton
97.35
106.27
112.46
5.8%
Goal Statement:
To operate and maintain a network of collection facilities for the Broward Municipal Services District residential customers and participating cities to reduce indiscriminate dumping and to facilitate various special waste
programs.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 115
 Solid Waste Recycling Services

 Household Hazardous Waste and Electronics Recycling Collection
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of household hazardous waste and electronic
recycling program users
14,853.00
9,430.00
13,534.00
43.5%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Total pounds of household hazardous and electronic
materials removed from waste stream
706,026.00
444,911.00
605,131.00
36.0%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Operating cost per pound for removal of household
hazardous and electronic materials from waste stream
1.24
1.62
1.22
-24.7%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Goal Statement:
To provide residents of the Broward Municipal Services District and participating jurisdictions with a cost effective program to properly dispose of household hazardous waste and electronics, in order to remove heavy metals and
other hazardous materials from the waste stream.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 116
 Solid Waste Recycling Services

 Landfill Operations
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Tons of unprocessable waste landfilled
114,503.00
96,808.00
84,893.00
-12.3%
Operating cost per ton of waste received
16.42
23.66
24.14
2.0%
Goal Statement:
To ensure a safe environment and protect public health by providing a publicly owned and operated disposal site for unprocessable waste.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 117
 Solid Waste Recycling Services

 Recycling
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of volunteers that participate in the Keep
Broward Beautiful Program
1,262.00
443.00
632.00
42.7%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity beginning to normalize
in FY2021.
Participating county government buildings and parks
110.00
108.00
109.00
0.9%
Goal Statement:
To coordinate the processing of recyclables for the Broward Municipal Services District and for County governmental facilities, and to monitor and encourage increased recycling and waste reduction throughout Broward County.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 118
 Water and Wastewater Services

 Administration
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Commissioner's requests per 10,000 customers
0.90
1.35
0.31
-77.2%
The annual result for this performance measure is driven by
the external requests, and is subject to year-to-year variation.
Ratio of Available Funds (Revenues net of Operating
Expense) to Debt Service Payments
1.92
1.71
N/A
N/A
The annual result for this measure will be available when the
fiscal year audit is concluded, and will be updated in the
subsequent report.
Total cost per 1,000 gallons (Retail Water Operations)
3.40
3.80
3.85
1.3%
Total cost per 1,000 gallons (Retail Sewer Operations)
3.80
4.14
4.05
-2.2%
Total cost per 1,000 gallons (Regional Raw Water
Operations)
0.26
0.20
0.18
-10.0%
Total cost per 1,000 gallons (Regional Treatment
Operations)
1.00
1.09
1.09
0.0%
Total cost per 1,000 gallons (Regional Transmission
Operations)
0.17
0.19
0.20
5.3%
Goal Statement:
To administer and coordinate all activities within the Water and Wastewater Services to maintain financial stability, optimize productivity, increase cost-effectiveness, and ensure compliance with all county, state, and federal
requirements.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 119
 Water and Wastewater Services

 Information Technology
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Work orders processed
1,141.00
1,523.00
1,767.00
16.0%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Service calls processed
2,948.00
3,650.00
2,949.00
-19.2%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Service calls per systems technician
492.00
608.00
492.00
-19.1%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Percent of time response to a client automation service
call is within 90 minutes
88.23
93.26
97.32
4.4%
Availability of applications and infrastructure (%)
99.40
99.90
100.00
0.1%
Average service call resolve time (minutes)
34.30
44.19
46.03
4.2%
Internal customer satisfaction rating
4.78
4.84
4.86
0.4%
Goal Statement:
To provide planning, acquisition, development, and maintenance of highly specialized Information Technology (IT) infrastructure and systems supporting utility business processes and the IT infrastructure for the utility
Supervisory Control and Data Acquisition (SCADA) systems.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 120
 Water and Wastewater Services

 Engineering
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Bid packages to purchasing
22.00
15.00
9.00
-40.0%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Developer projects coordinated (monthly average)
322.00
331.00
443.00
33.8%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Developer projects reviewed
171.00
98.00
145.00
48.0%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Permit applications processed
230.00
141.00
211.00
49.6%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Plats, site plans, easement vacations, re-zonings
processed
420.00
276.00
331.00
19.9%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Dollars spent (millions)
162.60
127.00
110.50
-13.0%
Bid packages closed
N/A
N/A
6.00
N/A
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Percent of developer plans reviewed in 14 days or less
100.00
91.00
100.00
9.9%
Change order percentage
0.23
1.00
1.18
18.0%
The variance from the prior year was due to long-term
projects with few changes that reached completion during
FY2021, leaving newer projects which are still in design to be
measured.
Average dollar amount of construction/consultant
managed per project manager (millions)
22.89
30.21
31.00
2.6%
Goal Statement:
To plan, design, and construct facilities for Water & Wastewater Services (WWS) and its customers to ensure adequate system capacity to provide water, treat sanitary sewer, and minimize storm water flooding.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 121
 Water and Wastewater Services

 Business Operations
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Average total cost per customer account per month
8.65
8.17
8.99
10.0%
Number of Payments Processed per Quarter
N/A
27,082.00
17,004.00
-37.2%
The variance from the prior year was the result of improved
reporting, which better identified the unique invoices paid,
rather than the number of transactions processed.
Percentage of purchase orders processed within 3 days
92.00
96.00
98.00
2.1%
Percent of inventory requisitions filled within 3 days
95.00
96.00
93.00
-3.1%
Number of customer service calls received
52,018.00
79,531.00
87,295.00
9.8%
Number of work orders completed
3,390.00
3,162.00
3,185.00
0.7%
Average number of water meters read monthly
57,583.00
59,031.50
59,883.00
1.4%
External customer satisfaction rating
4.70
4.70
4.60
-2.1%
External audit comments
1.00
N/A
N/A
N/A
Goal Statement:
To provide business services to Water and Wastewater Services by delivering exceptional customer service; billing and collecting for services rendered; safeguarding assets; providing accurate and timely financial analysis and
information that supports responsible decision-making, and strategies to ensure fiscal solvency; and promoting accountability, efficiency and innovation.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 122
 Water and Wastewater Services

 Water & Wastewater Operations
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Millions of gallons of water delivered
9,807.00
9,775.00
9,627.00
-1.5%
Millions of gallons of wastewater collected
4,513.00
5,064.00
5,019.00
-0.9%
Number of external water quality customer complaints
62.00
42.00
49.00
16.7%
The annual result for this measure is driven by customer
requests, which are subject to year-to-year variation.
Millions of gallons of wholesale wastewater
treated/disposed of
23,530.00
25,674.00
24,932.00
-2.9%
Millions of gallons of wholesale wastewater transmitted
17,880.00
19,467.00
19,345.00
-0.6%
Wet tons of bio-solids disposed of
86,930.00
87,401.00
91,885.00
5.1%
Number of system backups
N/A
N/A
N/A
N/A
Millions of gallons of hauled waste collected
45.20
47.20
49.60
5.1%
Number of permit violations
N/A
N/A
N/A
N/A
Millions of gallons of raw water produced
6,335.00
6,596.00
5,640.00
-14.5%
Number of laboratory analytes tested
47,987.00
45,624.00
44,717.00
-2.0%
Millions of gallons of purchased water delivered
annually
2,343.87
2,264.43
2,185.99
-3.5%
Percentage of water quality tests in compliance
100.00
100.00
100.00
0.0%
Percentage of sewage spills and line blockage
responses within 2-hours
100.00
100.00
100.00
0.0%
Direct cost of 1,000 gallons of treated retail water sold
(treated and purchased)
2.12
2.25
2.27
0.9%
Direct cost per 1,000 gallons of retail wastewater
collected
2.24
2.00
2.04
2.0%
Direct cost per 1,000 gallons of regional wastewater
treated
0.82
0.77
0.80
3.9%
Direct cost per 1,000 gallons of regional raw water sold
0.19
0.14
0.12
-14.3%
Goal Statement:
To produce high quality potable water and reliable water distribution and wastewater collection services to our customers, and to ensure that all services of this division are delivered in a safe, efficient, and cost-effective manner.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 123
 Water and Wastewater Services

 Water Management
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of structure operations required for water control
management
162.00
235.00
222.00
-5.5%
Percentage of time that system surface water elevations
are maintained within 0.2 foot of the target wet/dry
season elevations
83.75
72.50
82.50
13.8%
Operation and maintenance cost per acre for all
waterways (dollars)
307.95
289.40
317.61
9.7%
Goal Statement:
To provide engineering and management services for the dependent water control districts and County regional/unincorporated waterbodies. To review public/private development plans to identify capital improvements
necessary to maintain and complete the secondary drainage system. To acquire, modify and renew consumptive use permits necessary for existing and future water supplies for WWS customers.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 124
 Water and Wastewater Services

 Waterways Management
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of acres of Parks and other County agency
waterways treated with herbicide
194.75
540.81
530.70
-1.9%
Aquatic plant management cost per acre for Parks and
other County agency waterways (dollars)
456.58
206.20
396.07
92.1%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Number of acres of water control district waterways
treated with herbicide
983.40
1,151.87
1,167.08
1.3%
Goal Statement:
To provide efficient operation and maintenance of 80 miles of surface water management waterways and water control structures through water level analysis, weather forecasting and utilization of herbicides, mechanical
harvesting and grass eating carp practices to provide flood protection, recharge groundwater and conserve water resources.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 125
 Transit

 Administration
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Percentage of packing slips, invoices, internal receivers
(i.e., receiving documents) processed for payment
within 5 working days of their receipt in the Payables
Section
94.30
91.00
96.80
6.4%
Number of internal receivers processed
5,854.00
5,929.00
5,369.00
-9.4%
Goal Statement:
To provide administrative, financial, leadership, and support services to the Transportation Department so that its programs meet the transportation needs of Broward County.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 126
 Transit

 Safety and Security
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of FTA required random drug tests conducted
412.00
411.00
1,343.00
226.8%
The increase from the prior year was the result of changes in
State and Federal testing policies.
Number of FTA required reasonable alcohol tests
conducted
116.00
147.00
355.00
141.5%
The increase from the prior year was the result of changes in
State and Federal testing policies.
Cost per random alcohol or drug test (dollars)
147.31
227.79
77.37
-66.0%
The decrease from the prior year resulted from a reduction in
staff time required to manage program.
Number of injuries per 100,000 trips
0.63
0.86
1.09
26.7%
Reductions to passenger trips during FY21 resulted in an
increase over the prior year, despite injuries having been
reduced.
Goal Statement:
To ensure compliance with all Federal, State, and County guidelines, and to provide for a safe and secure environment for all transit passengers and employees.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 127
 Transit

 Maintenance
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Miles between road calls
2,827.00
2,408.00
3,682.00
52.9%
The increase from the prior year was related to the addition of
new buses to the fleet during FY21.
Number of revenue service interruptions due to
mechanical failure
6,159.00
6,961.00
3,723.00
-46.5%
The decrease from the prior year was related to the addition
of new buses to the fleet during FY21.
Number of preventive maintenance inspections
3,035.00
2,990.00
2,937.00
-1.8%
Average cost per repair work order (dollars)
494.94
568.71
532.33
-6.4%
Goal Statement:
To provide efficient, effective maintenance of the bus fleet and facilities to ensure safe and reliable service for the riding public.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 128
 Transit

 Customer Relations and Communication
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of telephone calls answered
357,785.00
324,583.00
325,287.00
0.2%
Duration of customer service calls (in seconds)
112.00
103.00
118.00
14.6%
Number of bus passes sold
337,131.00
221,054.00
82,600.00
-62.6%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Percentage of orders for bus passes filled within 2
business days of confirmed request
96.00
97.90
96.00
-1.9%
Average monthly website visits
256,302.50
151,981.50
99,844.50
-34.3%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of community outreach presentations
90.00
61.00
63.00
3.3%
Goal Statement:
To effectively inform and educate the public on Broward County Transit services and programs; to increase ridership and promote the overall benefits of public transportation even to those who may not use the service.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 129
 Transit

 Service and Capital Planning
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of directly operated passenger trips (millions)
26.60
17.90
15.00
-16.2%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of passengers per revenue hour
22.40
16.10
13.90
-13.7%
Number of Community Bus passenger trips
2,105,440.00
1,380,447.00
949,608.00
-31.2%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Passenger trips per community bus revenue hour
12.30
8.90
6.20
-30.3%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Percentage of farebox recovery to cost
26.00
10.90
5.80
-46.8%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Subsidy per passenger ($)
3.17
6.09
7.04
15.6%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Ratio of peak service vehicles to off-peak vehicles
1.39
1.47
1.34
-8.8%
Number of bus stop upgrades
N/A
105.00
2,318.00
2,107.6%
Increase in bus stop upgrades in FY21 due to increase in
funds available for this purpose.
Goal Statement:
To propose, develop, and implement modifications and improvements to the public transit system to expand access to, and usability of, public transit as a transportation choice for residents and visitors to Broward County by
working with County, Municipal, State, and Federal agencies and representatives to improve integration of public transit services throughout the County.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 130
 Transit

 Transportation Operations
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Cost per passenger trip (dollars)
4.28
6.84
7.47
9.2%
Percentage change in passenger trips
-5.20
-32.30
-16.10
50.2%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity beginning to normalize
in FY2021.
Percent on-time performance
68.40
70.50
69.80
-1.0%
Percentage of complainants contacted
95.80
98.40
97.60
-0.8%
Number of operational complaints per 100,000 riders
21.18
63.27
41.00
-35.2%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity beginning to normalize
in FY2021.
Number of driver at fault accidents per 100,000 miles
1.13
0.97
1.00
3.6%
Goal Statement:
To provide effective and reliable transportation for the riding public to ensure mobility and access.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 131
 Transit

 Paratransit Transportation
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Total number of ADA and Transportation Disadvantaged
Paratransit passenger trips
814,361.00
460,402.00
505,020.00
9.7%
Passenger trips per revenue mile
0.09
0.08
0.06
-25.0%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Portion (number) of Paratransit trips that are
Transportation Disadvantaged Community Lifeline trips
209,460.00
139,722.00
107,832.00
-22.8%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Total number of ACT passenger trips
42,159.00
19,744.00
6,001.00
-69.6%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Program cost per trip (excluding ACT)
33.12
41.20
49.72
20.7%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Contract cost (blended) per trip (excluding ACT)
27.95
34.95
41.74
19.4%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
On-time performance (%)
83.20
86.70
92.90
7.2%
Number of registered Paratransit passengers
19,420.00
17,719.00
11,994.00
-32.3%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Number of Paratransit riders trained to use fixed route
103.00
5.00
N/A
N/A
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Total number of customer service complaints received
5,591.00
3,540.00
2,171.00
-38.7%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Customer service complaints as a percentage of
passenger trips
0.69
0.67
0.43
-35.8%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Accidents per 100,000 vehicle miles
1.90
1.73
1.46
-15.6%
The annual result for this measure was impacted by the
COVID-19 Pandemic.
Goal Statement:
To provide public transportation services to elderly, poor, and disabled individuals in accordance with the Americans with Disabilities Act (ADA) and Chapter 427, Florida Statutes.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 132
 Fleet Services

 Vehicle Management
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Fleet size
2,893.00
3,117.00
3,237.00
3.8%
Percent of time general fleet equipment is available
99.00
99.00
99.00
0.0%
Percent of time rental fleet equipment is available
98.00
97.00
99.00
2.1%
Replacement vehicles purchased
197.00
101.00
50.00
-50.5%
The variance from the prior year was the result of contract
discussions which delayed replacement purchases until the
thrid quarter.
Internal customer satisfaction rating
3.90
4.10
4.04
-1.5%
Total number of electric vehicles in fleet
N/A
N/A
20.00
N/A
Goal Statement:
To manage the County equipment fleet, ensuring adequate fleet size, composition, and availability for the use of County agencies.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 133
 Fleet Services

 Inventory Control
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Percent of time parts procurement achieved a two-day
turn around time
98.00
97.00
99.00
2.1%
Percent of inventory available
74.00
72.00
78.00
8.3%
Gallons of fuel purchased
1,446,388.00
1,406,854.10
1,522,372.40
8.2%
Goal Statement:
To efficiently procure, stock, and issue the repair parts and fuel necessitated by fleet utilization, ensuring adequate and available inventory.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 134
 Fleet Services

 Equipment Maintenance
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Percentage of general purpose vehicle repairs and
preventive maintenance completed within 2 days
55.00
58.00
56.00
-3.4%
Average maintenance cost per vehicle ($)
1,290.00
1,284.00
1,286.00
0.2%
Percent of general purpose preventive maintenance
service performed on schedule
47.00
32.00
18.00
-43.8%
The variance from the prior year was due to global supply
chain challenges during FY2021.
Percent of special purpose preventive maintenance
service performed on schedule
29.00
22.00
17.00
-22.7%
The variance from the prior year was due to global supply
chain challenges during FY2021.
Percent of time special purpose fleet equipment is
available
99.00
99.00
99.00
0.0%
Auto mechanic productivity (percentage of billable
hours vs. available annually)
112.00
97.00
97.00
0.0%
Goal Statement:
To maintain the County equipment fleet for use by other County agencies at the lowest possible cost, ensuring fleet safety and reliability.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 135
 Medical Examiner & Trauma Services

 Operations
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of cases investigated and accepted
2,133.00
3,993.00
2,949.00
-26.1%
The decrease from the prior year was due to statewide policy
changes which reduced caseloads on Medical Examiners.
Number of cases investigated but declined jurisdiction
1,512.00
2,182.00
2,096.00
-3.9%
Number of cases per investigator
746.00
772.00
631.00
-18.3%
The decrease from the prior year was due to statewide policy
changes which reduced caseloads on Medical Examiners.
Total number of scenes visited
542.00
562.00
712.00
26.7%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Total number of indigent cases investigated
352.00
472.00
509.00
7.8%
Number of indigent cases cremated with private funding
31.00
33.00
32.00
-3.0%
Goal Statement:
To support all sections of the office by providing administrative services, collect and analyze information pertaining to deaths which fall within the jurisdiction of the Medical Examiner, provide funding for indigent burial, and
provide funding for cremation services when no private or charitable funds are available.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 136
 Medical Examiner & Trauma Services

 Pathology
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of autopsies and examinations per pathologist
210.00
296.00
314.00
6.1%
Percentage of autopsies completed within 24 hours of
arrival of body to morgue
94.00
87.00
88.00
1.1%
Percentage of cases with final cause of death
determination of 90 days or less
98.00
93.00
95.00
2.2%
Goal Statement:
To integrate the clinical information of past medical history and circumstances of death with evidentiary findings at the scene of death, document gross and microscopic autopsy findings, document toxicological findings,
reliably determine the cause and manner of death in medical examiner cases, and subsequently use the information obtained from investigations to develop and implement programs designed to protect public health and
reduce mortality.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 137
 Medical Examiner & Trauma Services

 Toxicology
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Median time to complete toxicology DUI (driving under
the influence) cases (days)
N/A
N/A
N/A
N/A
In FY2021, cases were completed by outside vendors.
Median time to complete toxicology sexual assault
cases (days)
N/A
N/A
N/A
N/A
In FY2021, cases were completed by outside vendors.
Median Time to complete toxicology cases (days)
N/A
N/A
23.00
N/A
The FY2021 annual result for this measure reflects the
median time for cases completed by outside vendors.
Percent of toxicology examinations completed within
30 calendar days of case submission
N/A
N/A
90.00
N/A
Goal Statement:
To provide Countywide toxicology testing services for the Office of the Medical Examiner and Trauma Services and other requesting law enforcement agencies.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 138
 Medical Examiner & Trauma Services

 Trauma Management
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Number of trauma cases reviewed
256.00
343.00
417.00
21.6%
The annual result for this measure is driven by the total
number of trauma cases in the community, which is subject to
year-to-year variation.
Number of over-triage patients (trauma alerts patients
who are discharged from a trauma hospital within 24
hours of arrival)
458.00
542.00
705.00
30.1%
The annual result for this measure is driven by the total
number of trauma cases in the community, which is subject to
year-to-year variation.
Number of under-triage patients (trauma alert patients
who are not taken to a trauma center)
150.00
186.00
265.00
42.5%
The annual result for this measure is driven by the total
number of trauma cases in the community, which is subject to
year-to-year variation.
Total number of trauma patients (Levels 1, 2, and 3)
6,948.00
7,137.00
7,763.00
8.8%
Goal Statement:
To ensure the planning and regulatory oversight of the Trauma Network for the provision of high quality, comprehensive trauma medical care; provide regulatory oversight for emergency and non-emergency medical
transportation; and coordinate the expeditious processing of the State of Florida Emergency Medical Services (EMS) Grant funds to improve and expand pre-hospital EMS in Broward County.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 139
 Convention Center

 Convention Center Operations
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Non-contractor County expenses to operate the
Convention Center
1,354,839.51
963,499.48
630,868.66
-34.5%
All operating metrics at the Convention Center were impacted
by the temporary closure of the Center for the expansion
project.
External customer satisfaction rating
5.00
N/A
N/A
N/A
Event Days
341.00
158.00
N/A
N/A
The Convention Center was temporarily closed in FY21 due
to ongoing construction related to the Convention Center
Expansion project.
Attendance
328,686.00
137,451.00
N/A
N/A
The Convention Center was temporarily closed in FY21 due
to ongoing construction related to the Convention Center
Expansion project.
Convention/trade shows (Event Days)
79.00
42.00
N/A
N/A
The Convention Center was temporarily closed in FY21 due
to ongoing construction related to the Convention Center
Expansion project.
Cumulative operating cost per sq. ft ($)
9.95
3.67
3.64
-0.8%
All operating metrics at the Convention Center were impacted
by the temporary closure of the Center for the expansion
project.
Convention Center contractor gross operating profit/loss
-267,934.00
-2,306,316.00
-2,182,646.00
5.4%
Gross revenue generated by Convention Center
contractor from Convention Center operations
7,393,466.00
3,077,215.00
N/A
N/A
All operating metrics at the Convention Center were impacted
by the temporary closure of the Center for the expansion
project.
Convention Center contractor gross expenditures to
operate the Convention Center
7,661,400.00
5,383,531.00
2,182,646.00
-59.5%
All operating metrics at the Convention Center were impacted
by the temporary closure of the Center for the expansion
project.
Goal Statement:
To maximize the benefit to the tourism industry through the successful operation of the Broward County Convention Center and to ensure a positive reputation for Broward County by providing facility users with a well maintained,
professionally managed Convention Center.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
Page 140
 Convention and Visitors Bureau

 Greater Fort Lauderdale Convention and Visitors Bureau (CVB)
Performance Measure
FY19 Actual
FY20 Actual
FY21 Actual
FY20 - FY21 Act % Change
Notes*
Average number of room nights produced in Broward
County per sales staff member
73,429.00
63,078.00
34,221.00
-45.7%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in FY2021
due to the assignment of additional staff to aid the recovery.
Number of room nights produced in Broward County by
sales staff
587,430.00
504,627.00
444,877.00
-11.8%
Average daily rates of a hotel room (dollars)
146.35
126.47
131.96
4.3%
Average hotel occupancy rate (percent)
75.89
56.72
65.86
16.1%
The FY2020 annual result for this measure was impacted by
the COVID-19 Pandemic, with activity normalizing in
FY2021.
Average revenue generated by each hotel room in
Broward County (dollars)
112.00
80.00
90.23
12.8%
Goal Statement:
To provide industry leadership in the marketing of Broward County as a premier year round destination for leisure and convention visitors in order to generate growth in the volume of occupied room nights and their corresponding
economic impact.
Broward County, Florida - Fiscal Year 2021 Annual Performance Measurement Report
* Notes and/or explanation of variances greater than 15%
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